On 3 December 2013, the European Insurance and Occupational Pensions Authority (EIOPA) published guidelines on complaints handling by insurance intermediaries, annexing a report on best practices in this regard. The guidelines will be incorporated into domestic supervisory frameworks by national authorities responsible for supervising complaints handling by insurance intermediaries. The guidelines deal with a range of issues, including complaints management policies and procedures, registration and reporting of complaints and the provision of information to complainants. The report annexed to the guidelines provides examples of best practice and additional guidance based on sample scenarios.