Those managing the business and firms must have an effective written complaints procedure explaining how to complain to the business and to any redress scheme, with response timescales, available in the office and on the website; members and firms must record every verbal and written complaint when made, deal with a complainant's formally appointed representative, and not charge for handling complaints.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.