the arrangements for handling complaints concerning contracts by policy holders, lives assured or beneficiaries under contracts including, where appropriate, the existence of a complaints body, without prejudice to the right to take legal proceedings;
ureditve za obravnavanje pritožb imetnikov polic v zvezi s pogodbami, življenjskimi zavarovanci ali upravičenci po pogodbah, po potrebi vključno z obstojem organa za reševanje pritožb, brez poseganja v pravico do uporabe pravnih sredstev;