GEN 9.3 GEN 9.3 Complaints recording procedures for Professional Clients
Authorised Firmmust have adequate policies and procedures in place for the recording of Complaintsmade against it by Professional Clients.
GEN 9.3.2 GEN 9.3.2
Authorised Firmmust maintain a record of any Complaintmade against it for a minimum period of six years from the date of receipt of the Complaint.
GEN 9.3.2 Guidance
Depending on the nature, scale and complexity of its business, it may be appropriate for an
Authorised Firmto have in place a suitable Complaintshandling procedure for Professional Clientsin order to ensure that such Complaintsare properly handled and remedial action is taken promptly. Such Complaintshandling procedures would be expected to include provisions about the independence of staff investigating the Complaintand bringing the matter to the attention of senior management.