DISP 1.9 Complaints record rule
A firm, including, in the case of MiFID business or collective portfolio management services for a UCITS scheme or an EEA UCITS scheme,2 a branch of a UK firm in another EEA state, must keep a record of each complaint received and the measures taken for its resolution, and retain that record for:
- (1)
at least five years where the complaint relates to MiFID business or collective portfolio management services for a UCITS scheme or an EEA UCITS scheme;2 and
- (2)
three years for all other complaints;
from the date the complaint was received.
[Note: article 10 of the MiFID implementing Directive and article 6(2) of the UCITS implementing Directive]2