Whereas FSRA expects all accepted CBs to have clear and accessible complaint-handling for purchasers of their credential holders, Loke says CBs have the discretion to supply that via a web site, chat, a hotline, or one other channel.
The regulator will even be watching intently to make sure affordable service requirements are being maintained to resolve complaints.
“The aim ought to be to serve the general public curiosity and to guard customers,” Loke says. “We wish to see on an aggregated foundation what the outcomes are, and the way did every credentialing physique preserve an efficient course of to answer these complaints.”
Public registry within the works
To assist customers perceive which CB they need to attain out to if they’ve a grievance, Loke says FSRA is actively engaged on a searchable public registry of people who’re approved to carry themselves out as monetary planners or advisors. That can embody the precise credential or credentials they’ve, which CB issued it, and if they’ve a disciplinary historical past.
“All credentialling our bodies require credential holders to self-report sanctions imposed by regulators,” he notes. “As we develop the registry, we’ll additionally establish if there are sanctions being imposed that we turn out to be conscious of as properly.”