By Rob Moulton and Axel Schiemann
ESMA, BaFin, and FCA have provided guidelines on firms’ obligation to record client telephone calls.
Remote working raises uncertainties in various regulated areas as it dramatically changes institutions’ day-to-day business. In particular, institutions are confronted with practical and technical difficulties regarding client-related requirements such as the obligation to tape telephone conversations with clients — which employees working remotely may not be able to do because they lack access to the necessary technical equipment. In order to address these practical difficulties, the European Securities and Markets Authority (ESMA), Germany’s Federal Financial Supervisory Authority (BaFin), and the UK’s Financial Conduct Authority (FCA) have published their regulatory approach with regard to the current situation.