BC-4.1 BC-4.1 General Requirements
BC-4.1.1
All
licensees must have appropriatecustomer complaints handling procedures and systems for effective handling of complaints.January 2014BC-4.1.2
Customer complaints procedures must be documented appropriately and theircustomers must be informed of their availability.January 2014BC-4.1.3
All
licensees must appoint acustomer complaints officer and publicise his/ her contact details at all departments and branches and on thelicensee's website. Thecustomer complaints officer must be of a senior level at thelicensee and must be independent of the parties to the complaint to minimise any potential conflict of interest.January 2014BC-4.1.4
The position of
customer complaints officer may be combined with that of compliance officer.January 2014