GEN 9.4.3

(1) An Authorised Firm must, except as provided in (2), advise the complainant in writing of the resolution of the Complaint and, if applicable, provide the complainant with clear terms of redress no later than 15 business days after the day on which it received the Complaint.
(2) If the Authorised Firm cannot comply with (1) for reasons beyond its control, it must send a holding reply, clearly indicating the reasons for the delay and specifying the deadline by which the complainant will receive a full reply.
(3) When the Authorised Firm advises the complainant of the outcome of a Complaint, it must inform the Client in writing:
(a) that the Client may refer the matter to the independent complaints handling service referred to in GEN Rule 9.4.4 if the Client is not satisfied with the outcome;
(b) details of the independent complaints handling scheme and how the Client may access the service; and
(c) that the firm will pay the costs of the application fee to the scheme in the circumstances specified in GEN Rule 9.4.4 (c).
Derived from RMI266/2020 (Made 26th February 2020). [VER48/04-20]