‹ GEN 8.18.1 [Deleted] GEN 9.1 Application › GEN 9 Complaints Handling and Dispute Resolution GEN 9.1 Application GEN 9.1.1 GEN 9.2 Complaints handling procedures for Retail Clients Written Complaints handling procedures Resolution of Complaints Employees handling Complaints Complaints involving other Authorised Firms or Regulated Financial Institutions Retail Client awareness Retention of records Systems and controls Outsourcing GEN 9.3 Complaints recording procedures for Professional Clients GEN 9.3.1 GEN 9.3.2 GEN 9.4 Additional requirements for complaints related to Money Services GEN 9.4.1 GEN 9.4.2 Complaints to be resolved within 15 business days Independent complaints handling service ‹ GEN 8.18.1 [Deleted] GEN 9.1 Application ›
