| Commentary

142.1 Record keeping

| Commentary

142 Record keeping, reporting and cooperation requirements

142.1 Record keeping

Every building society which is required to operate internal complaint handling procedures1 must, subject to various exceptions2, make and retain records of complaints for a minimum period of three years from the date of its receipt of the complaint3. The records are for the purposes of monitoring by the Financial Services Authority and also to ensure that the society is able to cooperate, as necessary, with the Financial Ombudsman Service4. They should include the name of the complainant, the substance of the complaint,

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