GEN 9.4.4

An Authorised Firm must:
(a) ensure that Clients have access to an independent complaints handling service that can determine Complaints where a Client is not satisfied with the outcome of the firm’s resolution of a Complaint;
(b) ensure that the service referred to in (a) is easily accessible to its Clients; and
(c) bear the cost of any application fee payable for the use of the service referred to in (a), unless the Complaint is found to be unsuccessful, in which case the firm may recover the cost of that fee from the Client.
Derived from RMI266/2020 (Made 26th February 2020). [VER48/04-20]