[Note: As a result of applications made to the Upper Tribunal challenging these rules, the Tribunal has ordered that this provision is partially or wholly suspended until further order of the Tribunal or until the final determination of those applications. See this page for further information about which provisions remain in force and which ones are suspended.]
- (1) A firm must keep the following records:
- (a) evidence of each communication sent in accordance with this chapter;
- (b) a copy of each communication, redress determination and provisional redress decision sent in accordance with this chapter;
- (c) a record of any attempts to contact the consumer or obtain further information in accordance with CONRED 5.7;
- (d) a record of any full and final settlement offers made to the consumer under CONRED 5.2.7R(1);
- (e) a record of any full and final settlement offers accepted by the consumer;
- (f) the completed assessment for each scheme case assessed under the fourth scheme step; and
- (g) all information on the consumer file and information received from the consumer.
- (2) Lenders and credit brokers must keep the records required by (1) for a minimum of 5 years from the date of their creation or (for the records in (1)(g)) the date when the information is located on the consumer file or obtained.