MIR 2.13.5

In determining whether a Recognised Body has effective arrangements for the investigation and resolution of complaints arising in connection with the performance of, or failure to perform, any of its Regulatory Functions, the Regulator may have regard to the extent to which the Recognised Body's resources and procedures enable it to:

(a) acknowledge complaints promptly;
(b) make an objective, prompt and thorough initial investigation of complaints;
(c) provide a timely reply to the complainant after that initial investigation;
(d) inform the complainant of his right to apply to the Recognised Body's complaints investigator; and
(e) keep adequate records of complaints and investigations.