COB 15.5.4 points to 'paragraph 2 of COB 15.4.2', a one-paragraph rule on the content of complaint records

COB 15.5.4 requires information about other means of resolving complaints, "as outlined in paragraph 2 of COB 15.4.2", to be made available on the website, at branches and in the client terms of a Money Service Provider. COB 15.4.2 ("Content of records") has a single paragraph on what a complaints record must contain; it has no paragraph 2. The duty to inform a complainant of other means of resolving the Complaint is the second paragraph of COB 15.2.5. The wrong number is already in Amendments No. 14, which inserted COB 15.5.4. The descriptive words keep the meaning.

Proposed correction

Please confirm that the reference in COB 15.5.4 should be to the second paragraph of COB 15.2.5, and correct it. As the descriptive words already fix the meaning, this can be an editorial correction under section 19(3)(a) of the AIFC Regulations on AIFC Acts.

Jurisdiction

Kazakhstan — AIFC

Act

AIFC Conduct of Business Rules (COB), V17

Place

COB 15.5.4

Record

Discrepancy

Class

Amendments

Where it arose

The amending act

Arxo's conclusion

Confirmed

Official text

Unchanged at last check

Last checked

2026-10-24

Evidence

Contradiction within the text. Quotations are verbatim from the official material; translations are ours and marked.

Information about other means of resolving complaints, as outlined in paragraph 2 of COB 15.4.2,

The record in COB 15.4.1 must contain the name of the complainant, the substance of the

If the complainant is not satisfied with the redress offered by the Authorised Firm, it must inform

Information about other means of resolving complaints, as outlined in paragraph 2 of COB

How to check it without Arxo's tools

1. Open Conduct of Business Rules_V17 (with amendments as of 7 December 2025, which commence on 13 January 2026) and find COB 15.5.4; COB 15.4.2 (whole rule); COB 15.2.5, second paragraph. Compare the text with the quotation above. A copy is kept in this register: ae99fece8c925210-cob_v17_13.01.2026-1.pdf (SHA-256 ae99fece8c92521046670bbcf56bf4176715e22ece4779e4ba8b461a631793c6, copy of the official file).
2. Open Conduct Of Business Rules A14., with amendments as of 13 April 2025, which commence on 13 October 2025 and 13 January 2026 and find Amendments No. 14, COB 15.5.4 as made. Compare the text with the quotation above. A copy is kept in this register: 533c278ef461deab-cob_a14_as-of-25.05.2025_ma-1.pdf (SHA-256 533c278ef461deab56c311480e687c877e7b2ed83ac6e45f58d6a494a09be001, copy of the official file).
3. The finding holds if the quoted passages read as shown and the comparison gives the result stated at the top of this page. If it does not, write to us with the record ID.

How this finding was made

AI agents read the official texts, turned the provisions concerned into executable rules and ran the comparison; they also drafted this record. A person at Arxo checked the finding and approved the report before it was sent (2026-10-27).

Responsible institutions

• Astana Financial Services Authority (AFSA) — author of the AIFC Rules

Reported to

Responses

No response recorded.

Documents and reproduction

• Conduct of Business Rules_V17 (with amendments as of 7 December 2025, which commence on 13 January 2026)
• Conduct Of Business Rules A14., with amendments as of 13 April 2025, which commence on 13 October 2025 and 13 January 2026

History

1. 2026-10-24Confirmed by Arxo
2. 2026-10-27Entered in the register
3. 2026-10-27Reported to Astana Financial Services Authority (AFSA) (e-mail)

Cite this record

Arxo Law, Arxo Findings Register, ARXO-2026-0082, https://arxo.io/findings/ARXO-2026-0082/ (status as of 2026-10-24). Data: ARXO-2026-0082.json.