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DISP 1.9 Complaints record rule

DISP 1.9.1R

A firm, including, in the case of MiFID business or collective portfolio management services for a UCITS scheme or an EEA UCITS scheme, a branch of a UK firm in another EEA state, must keep a record of each complaint received and the measures taken for its resolution, and retain that record for:3

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  1. (1)

    at least five years where the complaint relates to MiFID business or collective portfolio management services for a UCITS scheme or an EEA UCITS scheme; and3

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  2. (2)

    three years for all other complaints;3

from the date the complaint was received.3

[Note: article 10 of the MiFID implementing Directive and article 6(2) of the UCITS implementing Directive]3

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DISP 1.9.2G

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).3

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