Romania complaints handling

Definition of a complaint

A request, complaint or notification made in writing or by electronic mail, whereby a complainant or the complainant’s legal attorney-in-fact, acting exclusively in the name of the complainant expresses its dissatisfaction regarding insurers and insurance brokers’ activity.

Definition of a complainant

Any natural or legal person having the capacity of policyholder, beneficiary, contractor, beneficiary or aggrieved party as defined by the legislation in force.


 A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

External Dispute Resolution

Financial Supervisory Authority / Autoritatea de Supraveghere Financiara

Splaiul Independentei No. 15, sector 5

050092 Bucharest


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