Gabriela de Ávila Machado
Lawyer at Marcos Martins Advogados
Due to the increase in the number of questions and complaints received from investors, the CVM, through its Market Relations and Intermediaries Superintendence (SMI) and Investor Protection and Guidance Superintendence (SOI), issued joint circular letter CVM/SMI/SOI 01/20, with guidelines on how intermediaries should handle complaints from their clients.
Some of the guidelines are: when sending a complaint, it is important to send as much information as possible. This will enable the complaint to be resolved and dealt with more quickly. Another way of submitting a complaint is through the Loss Redress Mechanism (MRP).
The CVM also recommends that intermediaries make contact channels available in places that are easily accessible to clients, as well as indicating the channels for complaints to the CVM and the MRP.
The CVM also stresses that the role of ombudsmen should not “be restricted to adopting measures to resolve the client’s demand” but also to “recommend corrective measures for frequent problems and continuously improve the functioning of client services”.
Source: http://www.cvm.gov.br/noticias/arquivos/2020/20201203-2.html
