• CIPR Part 4.3 CIPR Part 4.3 Personal contact with customers

    • CIPR 4.3.1 Personal visits — retail customers

      (1) An authorised firm must not make an unsolicited personal visit, at any time, to a retail customer.
      (2) An authorised firm may make a personal visit to a retail customer only if the customer has consented to the visit. The firm must obtain the customer's consent separately for each visit and must retain a record of each consent.
      (3) A customer's consent to a visit is effective for subrule (2) only if the customer has specifically consented:
      (a) to the purpose or purposes for the visit; and
      (b) to the time and date for the visit.
      (4) Subrules (1) and (2) do not apply to a visit required in connection with the settlement of an insurance claim made by the customer, or the administration of an existing insurance contract entered into by the customer.
      Derived from QFCRA RM/2019-2 (as from 1st January 2020).

    • CIPR 4.3.2 Telephone contacts — retail customers

      (1) An authorised firm may make unsolicited telephone contact with a retail customer only in the following cases:
      (a) the firm has, within the previous 12 calendar months, provided the customer with a product or service similar to the product or service that is the purpose of the telephone contact;
      (b) the customer holds a product that requires the firm to maintain contact with the customer, and the contact is about the product;
      (c) the customer has previously consented in a durable medium to being contacted by telephone by the firm.
      (2) An authorised firm may make telephone contact with a retail customer only between the hours of 09.00 and 21.00, Saturday to Thursday (and not on a religious, public or bank holiday), unless the customer agrees otherwise.
      Derived from QFCRA RM/2019-2 (as from 1st January 2020).

    • CIPR 4.3.3 Conduct of personal visits and telephone contacts

      (1) When making a personal visit to, or telephone contact with, a customer, the person who makes the visit or contact must immediately do the following things in the order they are set out:
      (a) identify himself or herself by name, and give the name of the authorised firm and the purpose of the visit or telephone contact;
      (b) in the case of a telephone contact that is being recorded, inform the customer so;
      (c) ask whether the customer wishes to continue the visit or telephone contact and if the customer does not wish to continue, end the visit or telephone contact immediately.
      (2) An authorised firm must not conclude a sale during a personal visit or telephone contact that was initiated by the firm.
      (3) An authorised firm must comply with a request from a retail customer not to make a personal visit to, or make telephone contact with, him or her again. The firm must make a record of the request, and must retain the record for at least 6 years after the request.
      (4) An authorised firm must also make an appropriate record of the matters discussed during a personal visit or telephone contact. The firm must retain the record for 6 years after the visit or contact.
      Derived from QFCRA RM/2019-2 (as from 1st January 2020).