Complaints Handling _ Updated Procedures For MiFID

Complaints Handling - You Must Update for MiFID

Updated Procedures Available

The introduction of MiFID saw a completely rewritten Dispute Resolution Sourcebook with a vast number of changes.  

One of the most important changes surrounds the introduction of principles based regulation.  Gone are the guidance and most timescales for acknowledging and responding to complainants.  

There are new record keeping rules for MiFID firms and the availability of a firm’s complaint handling procedures now needs to be brought to the client’s attention at the point of sale.  

Do not forget private customers are now retail clients – you may need to update the terminology in your firm’s documentation.

Completely Updated Templates

Our complaints handling templates, procedures and documents have been completely updated and include the following:

• Dealing with the FOS and how they work
• Complaints handling checklists
• Complaints handling procedures
• Client flyer – how we handle your complaint
• Complaint summaries and overviews
• Quick reference guides for staff when receiving complaints
• Complaints handling test questions and answers for staff

Visit the Compliance Shop and download your documents today.

Useful links: