{"title":"Keeping records","category":"default","creationDate":1704884940,"content":"
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The information in this page does not<\/strong> constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products and Adyen for Platforms (referred to as the Compliance Guidelines). For additional, non-legal clarifications about this content, reach out to your Adyen contact.<\/p>\n<\/div>\n

While you offer financial products to your users, your platform must keep detailed records regarding your service. Your platform must keep these service records for at least five years<\/strong> after the termination of the financial products offering (unless your platform's internal data retention requirements indicate a longer timeframe.)<\/p>\n

Types of records<\/h2>\n\n\n\n\n\n\n\n\n
Record type<\/th>\nExamples<\/th>\n<\/tr>\n<\/thead>\n
User experience<\/td>\nScreenshots of deployed versions of the financial product, application flow, user dashboard, support pages<\/td>\n<\/tr>\n
Marketing<\/td>\nAll versions of materials described in Marketing communications<\/a>.<\/td>\n<\/tr>\n
User communications and complaints<\/td>\nEmail or website messaging interactions (for example chat or customer support) and documentation related to complaints. Notifications to customers of action taken for loans and charge cards.
(UK and IE only)Vulnerable customers: The systems for recording details of customer communications must include the ability to categorise customers as showing signs of vulnerability during an interaction and should include at least the following categorisation options:
  • Health<\/strong>: Physical or mental health conditions that impact a customer's ability to manage their affairs. This could include emotional distress, or any other conditions that means they may require additional support.<\/li>
  • Life Events<\/strong>: Significant life changes such as bereavement, job loss, or relationship breakdown that can affect resilience and decision-making.<\/li>
  • Resilience<\/strong>: Low ability to withstand financial or emotional shocks.<\/li>
  • Capability<\/strong>: Low levels of financial literacy, confidence in managing money, or other relevant skills such as digital literacy.<\/li><\/ul>
    Any communications received from a vulnerable user must be accessible (in accordance with legal requirements) to the staff of the platform responsible for assisting users.
    <\/td>\n<\/tr>\n
Statements<\/td>\nHistorical statements generated and made available to users<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

See also<\/h2>\n