‹ GEN 9.1.1 Written Complaints handling procedures › GEN 9.2 Complaints handling procedures for Retail Clients Written Complaints handling procedures GEN 9.2.1 GEN 9.2.2 GEN 9.2.3 GEN 9.2.4 Resolution of Complaints GEN 9.2.5 GEN 9.2.6 Employees handling Complaints GEN 9.2.7 GEN 9.2.8 Complaints involving other Authorised Firms or Regulated Financial Institutions GEN 9.2.9 GEN 9.2.10 Retail Client awareness GEN 9.2.11 Retention of records GEN 9.2.12 GEN 9.2.13 Systems and controls GEN 9.2.14 Outsourcing Guidance ‹ GEN 9.1.1 Written Complaints handling procedures ›
