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).