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  • BC-3.1 BC-3.1 General Requirements

    • BC-3.1.1

      All investment firm licensees must have appropriate customer complaints handling procedures and systems for effective handling of complaints made by customers by 31st March 2012.

      Adopted: October 2011

    • BC-3.1.2

      Customer complaints procedures must be documented appropriately and their customers must be informed of their availability.

      Adopted: October 2011

    • BC-3.1.3

      All investment firm licensees must appoint a customer complaints officer and publicise his/ her contact details at all branches. The customer complaints officer must be of a senior level at the investment business firm and must be independent of the parties to the complaint to minimize any potential conflict of interest.

      Adopted: October 2011

    • BC-3.1.3A

      The position of customer complaints officer may be combined with that of compliance officer.

      Added: July 2012

    • BC-3.1.4

      In the case of an overseas investment firm licensee, a local complaints officer must be present and must report all complaints to the head office complaints unit.

      Amended: January 2012
      Adopted: October 2011