The Model Code recommends that, in the case or complaints about transactions, management should:

Ensure complaints are investigated by the senior management or a firm not involved in the disputed transaction.

Ensure complaints are rairly and independently investigated, in the first instance, by the ACIs Committee for Professionalism.

Ensure complaints are investigated by representatives of a broking firm not directly involved in the disputed transaction and selected by both parties to the dispute.

Ensure complaints are fairly and independently investigated, whenever practicable, by staff not directly involved in the disputed transaction.