CPA Code of Practice
Key Points:
Conduct
Members are required to comply with the Code of Practice and act in a professional manner.
Savings
Upon receipt of monies from customers, whether directly or through agents, members must pay these into a designated trust account (which must be a PRA regulated bank or building society account) and at least 50% of the trustees must be independent of the member. The trustees are responsible for approving the release of customer's monies held in the trust account. A copy of the trust deed setting up these accounts must be available on the member's website.
All Members offering e-money products must comply with the FCA's safeguarding requirements.
The relationship between members and customers
Full and clear information must be given in all literature and leaflets in relation to the goods and services offered.
Advertising and promotions
Members' advertising must be clear and accurate and not mislead customers about the goods and services offered. Members will also keep mailing lists accurate and up to date.
Customer complaints and procedures
If members fail to comply with the Code of Practice, they may be liable to disciplinary action. If a customer feels that the member has not resolved a complaint, they can contact the CPA, who will provide an independent conciliation service.
