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 a third country.