CMCOB Sch 1 Record-keeping requirements
1It is not a complete statement of those requirements and should not be relied on as if it were.
Handbook reference |
Subject of record |
Content of record |
When record must be made |
Retention period |
Lead generators |
Steps taken to ascertain whether lead generator authorised and has systems and processes in place to comply with data protection legislation and the Privacy and Electronic Communications (EC Directive) Regulations 2003; and conclusions reached |
When the steps are taken |
Not specified |
|
Source of sales leads |
Lead generator which supplied the lead |
When the lead is accepted |
Not specified |
|
CMCOB 2.3.2R and 2.3.6R |
Telephone calls and electronic communications |
Call recording; and retention of electronic communications |
When the call or the electronic communication is made or received |
At least 12 months for call recording; according to SYSC 9.1.1R for electronic communications |
Availability of alternative methods for pursuing a claim; whether customer has outstanding liabilities with the person claim made against; and whether customer subject to bankruptcy etc |
The customer’s confirmation that they have alternative methods and the reasons for not using them; and the customer’s confirmation regarding outstanding liabilities and bankruptcy etc |
Before an agreement is entered into with the customer |
Not specified |
|
Costs not previously notified or changes to notified costs |
Customer’s consent in relation to costs |
When consent obtained |
Not specified |