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BC-9.6.1

A conventional bank licensee must maintain a record of all customers' complaints. The record of each complaint must include:

(a) The identity of the complainant;
(b) The substance of the complaint;
(c) The status of the complaint, including whether resolved or not, and whether redress was provided; and
(d) All correspondence in relation to the complaint. Such records must be retained by the conventional bank licensees for a period of 5 years from the date of receipt of the complaint.
October 2011