(1) In this Chapter -
"complaint" includes a complaint within the meaning of the EEA Memorandum of Understanding;
"EEA Memorandum of Understanding" means the Memorandum of Understanding on a Cross-border Out-of-court Complaints Network for Financial Services in the European Economic Area or, if the memorandum is amended or is replaced by another memorandum, means the memorandum as so amended or that other memorandum.