Responsiveness
C4-3.4.5
Category 4 investment firms must promptly acknowledge a customer complaint and in no case, later than within 5 working days of receipt.Licensees must also promptly respond to a customer complaint in accordance with their urgency, and in no case, later than 4 calendar weeks of receiving the complaint, explaining their position and how they propose to deal with the complaint, including any redress. Until the complaint is resolved, the customers must be kept informed of the progress of their complaint.Added: January 2022C4-3.4.6
If a customer is not satisfied with a
category 4 investment firm’s response or redress options, thelicensee must advise the customer on how to take the complaint further within the organisation, including, the option to refer the matter to the Consumer Protection Unit at the CBB.Added: January 2022
