Article 19
The PRIIP manufacturer and the person advising on, or selling, the PRIIP shall establish appropriate procedures and arrangements which ensure that:
(a)
retail investors have an effective way of submitting a complaint against the PRIIP manufacturer;
(b)
retail investors who have submitted a complaint in relation to the key information document receive a substantive reply in a timely and proper manner; and
(c)
effective redress procedures are also available to retail investors in the event of cross-border disputes, in particular where the PRIIP manufacturer is located in another Member State or in a third country.