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15.3. Referrals
FINANCIAL SERVICES LEGISLATION
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CONDUCT OF BUSINESS RULES
Guidance: Purpose of this rulebook
SCHEDULE 1: TRANSACTION RECORDS
SCHEDULE 2: KEY INFORMATION AND CONTENT OF CLIENT AGREEMENT
SCHEDULE 3: TRADE CONFIRMATION
SCHEDULE 4: PERIODIC STATEMENTS
SCHEDULE 5: FINANCIAL PROMOTIONS
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15.3. Referrals

15.3.1. Complaints involving other entities

If an Authorised Firm considers that another Centre Participant or any other Regulated Financial Institution is entirely or partly responsible for the subject matter of a Complaint, it may refer the Complaint, or the relevant part of it, to the other Centre Participant or any other authorised or regulated financial institution in accordance with COB 15.3.2.

15.3.2. Referral to other entities

To refer a Complaint, an Authorised Firm must:

  • (a) inform the complainant promptly and in writing that it would like to refer the Complaint, and obtain the written consent of the complainant to do so;
  • (b) if the complainant consents, refer the Complaint to the other Authorised Firm or Regulated Financial Institution promptly and in writing;
  • (c) inform the complainant promptly and in writing that the Complaint has been referred and provide contact details; and
  • (d) continue to handle any part of the Complaint not referred to the other Authorised Firm or Regulated Financial Institution.