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Home FCA Handbook DISP DISP 1 DISP 1.9 Complaints record rule
You are viewing DISP 1.9 Complaints record rule as of . DISP 1.9 Complaints record rule was last updated on 01/01/2021.

DISP 1.9 Complaints record rule

01/01/2021R

A firm, a payment service provider or an e-money issuer, must keep a record of each complaint received and the measures taken for its resolution, and retain that record for:

  1. (1)

    at least five years where the complaint relates to collective portfolio management services for a UCITS scheme or a scheme which, immediately before IP completion day, or an EEA UCITS scheme; and

  2. (2)

    three years for all other complaints;

from the date the complaint was received.

Note: article 6(2) of the UCITS implementing Directive]

03/12/2015G

The records of the measures taken for resolution of complaints may be used to assist with the collection of management information pursuant to DISP 1.3.3BG(1) and regular reporting to the senior personnel pursuant to DISP 1.3.3BG(6).