Complaint Management
CM-08Retain complaint records for seven years
How Leela would run itContinuous · from closure of each complaint; seven years
From the policy libraryThe requirement
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.
- Applies
- Tell Leela about your company to see whether this applies.
- Status
- Setup needed
Tell Leela how you handle it today, or hand it over: see what’s next.
The work
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.
What Leela keepsThe evidence this obligation leaves, as the work happens
Listed from the policy libraryContents
- 01Retention schedule entryRecord class, retention period, and storage location
- 02Retrieval testA sampled complaint file produced on request with its date
Evidence
Retention schedule entry
Complaint Management §12
2
of 2 records
The work and the records come from this obligation in the policy library.