Regulations Governing Internal Operating Systems and Procedures for Banks Conducting Financial Derivatives Business Article 27

In providing financial derivatives transaction services to retail customers, a bank shall specify channels for lodging a complaint in the event of a transaction dispute in the transaction documents and on its website, and in addition, handle a dispute in accordance with its internal procedure for handling complaints when it actually occurs.Where a transaction dispute between a bank and a retail customer cannot be settled in accordance with the bank's internal procedure for handling complaints, the customer may submit the case to the Financial Ombudsman Institution for tribunal.