Regulation 5

establish a process for handling and resolving complaints; and

comply with that process.

the assessment of the merits of each complaint;

the criteria for determining whether the unit established under regulation 4 should refer a complaint to the senior management of the financial adviser, for the senior management to decide on the financial adviser’s response to the complaint;

a reasonable timeframe for handling and resolving complaints.

the provision to the complainant, within 2 business days after the date on which the complaint is received by the financial adviser, of a written acknowledgment that the financial adviser has received the complaint, and the written notice mentioned in regulation 7(2);

the interviewing of the complainant;

the reviewing, and the completion of the review, of the complaint;

ensuring that the complainant is kept informed of the status of the handling of the complaint;

the sending to the complainant, within 20 business days after the date on which the complaint is received by the financial adviser, of —

the financial adviser’s final response to the complaint; or

a written response informing the complainant of all the following matters:

the reason for any delay in providing the financial adviser’s final response to the complaint;

an indicative reasonable timeframe within which the complainant may expect to receive the financial adviser’s final response to the complaint;

where the complainant has a right to refer the complaint to a dispute resolution scheme approved by the Authority under section 31(1) of the Financial Services and Markets Act 2022 — that fact;

where an offer of redress or remedial action is accepted by the complainant, the payment of the money offered as redress, or the carrying out of the remedial action.