To comply with Regulation (EU) 2024/3005 Article 19 (complaints-handling mechanism) and Article 20 (reasoned concerns), RepRisk has established a process for receiving, reviewing, and responding to complaints and reasoned concerns submitted pursuant to Articles 19 and 20.
Complaints and reasoned concerns should be submitted here.
What can be submitted?
Users of our data and rated entities may submit a complaint regarding:
- The sources of data used in a RepRisk rating or assessment;
- Factual errors;
- The application of RepRisk’s methodology with regard to an individual rating;
- Whether a rating is representative of the rated entity or issuer.
All other stakeholders may submit any reasoned concern, so long as they include their name and position.
Information to include:
To help us review your submission efficiently, please provide:
- Your name, position, and organization;
- Contact information (email) for follow-up;
- The entity and rating concerned;
- Whether you are submitting pursuant to Article 19 or Article 20 of Regulation (EU) 2024/3005;
- The reason for your complaint or concern (please select the appropriate option from the list above);
- A clear description of the issue;
- Any supporting information or evidence you would like us to consider.
Please note: To enable us to assess and process your complaint, all required information must be provided. Emails that do not contain the necessary details, including the reason for the complaint, will not be processed.
Once received, your complaint or reasoned concern will be logged and reviewed by the appropriate team. We may contact you if additional information is required. Where possible, we will provide a response outlining the outcome of our review and any actions taken.
This process is intended solely for complaints and reasoned concerns that fall into one of the categories outlined above and relate to RepRisk’s ratings activities. Technical support requests, platform issues, and general customer service inquiries should be submitted through the appropriate support channels.
Submission of a complaint or reasoned concern constitutes confirmation that the information provided is accurate to the best of your knowledge and that RepRisk may process the submission and your personal information in accordance with applicable legal and regulatory requirements.
Policy on Complaints and Reasoned Concerns
1. Purpose
This Policy on Complaints and Reasoned Concerns (the “Policy”) sets out RepRisk’s commitment to investigating and responding to complaints in a transparent, timely, and consistent manner in accordance with the requirements of Regulation (EU) 2024/3005, Article 19 (complaints-handling) and Article 20 (reasoned concerns).
2. Scope
This Policy applies to RepRisk’s processes for receiving, investigating, and responding to complaints from users of RepRisk’s data, rated entities, and issuers pursuant to Regulation (EU) 2024/3005, Article 19, as well as reasoned concerns received from external stakeholders pursuant to Regulation (EU) 2024/3005, Article 20.
Users, rated entities, and issuers may submit complaints pursuant to Article 19 regarding
• the sources of data used for a particular score, factual errors, and mistakes;
• the way in which the methodology has been applied in relation to a particular score; and
• whether a particular score is representative of the rated item.
Other stakeholders who provide their name and position may submit reasoned concerns pursuant to Article 20.
3. Submitting a Complaint or Reasoned Concern
Complaints and reasoned concerns must be submitted in writing in accordance with the complaints procedure outlined above.
4. Responses
We will provide a clear and reasoned response to complaints within a reasonable period, taking into account their nature, complexity, and regulatory context. With regard to reasoned concerns, we will, as required under Regulation (EU) 2024/3005, Article 20, endeavor to reply within 30 business days of receipt. If additional time is required to complete our review, we will inform the complainant of the reason for the delay and, where possible, the expected timeframe for a response.
Investigation of a complaint or reasoned concern will be conducted independently of personnel which may have been involved in the determination of the individual rating that is the subject of the complaint or reasoned concern.
5. Record-Keeping
We maintain records of complaints and reasoned concerns, investigation thereof and responses thereto, and related documentation in accordance with applicable regulatory retention requirements for five years from submission of the complaint or reasoned concern. Such records are used for regulatory compliance, oversight, and to support continuous improvement of our processes, governance, and controls. Please refer to our Privacy and Cookie Policy for more information on how we handle personal data.
6. Disclaimers
The handling of complaints and reasoned concerns under this Policy does not constitute an admission of fault, liability, or wrongdoing.
Any opinions, assessments, or professional views we express in the course of our activities are based on information available to us at the relevant time and are subject to change. Such opinions do not constitute statements of fact, investment advice, or recommendations to take or refrain from any particular course of action. To the fullest extent permitted by applicable law, RepRisk disclaims liability for indirect, consequential, or incidental losses arising from the use of, or reliance on, our professional opinions, materials, or services.
7. Review
This Policy will be reviewed at least on an annual basis and approved in accordance with the requirements of Regulation (EU) 2024/3005.