Retain complaint records for seven years

Complaint Management policy, §12

Every complaint record, including intake details, investigation files, resolution communications, and root cause and trend analyses, is kept for at least seven years after closure, longer under a legal hold, and made available to the sponsor bank on request.

Continuous

From closure of each complaint; seven years

Store complaint records under the Recordkeeping Policy’s access controls, apply legal holds when they arise, and be able to produce any record for the sponsor bank or an examiner.

• Retention schedule entry

  Record class, retention period, and storage location

• Retrieval test

  A sampled complaint file produced on request with its date

Compliance Officer

Leela can hold a copy of each record as it changes and prove retention on request.

Tell Leela about your company to see whether this applies.