2023 Complaints Handling Survey Review

The Cayman Islands Monetary Authority ("The Authority") conducted a Complaints Handling Survey among seven deposit-taking institutions in 2023 to assess their complaints management frameworks. Most institutions demonstrated effective practices, though areas for improvement were identified, particularly in board involvement and communication procedures. Regulated entities are encouraged to consider the survey's findings and incorporate recommended enhancements into their complaints management frameworks, ensuring compliance with revised regulatory requirements.

For further inquiries, contact the Banking Supervision Division at contactbanking@cima.ky.