PDCOB 16.2 Specific record-keeping requirements: the customer journey

A firm must make and keep a record of the information customers were presented with at each stage of the pensions dashboard platform and how the information was presented.

Each time there is a material change to the information described in PDCOB 16.2.1R, the firm must keep a record of that updated information and the dates when each version could be accessed by a customer.

A material change is anything that could have an impact on the way a customer may understand the services offered on the pensions dashboard platform, or the way in which a customer is able to use the services, which includes (but is not limited to):

1. (1)

   adding or removing advertising or changing its method of marketing; and

2. (2)

   adding or removing functionality.