Learning Material Sample
Complaints procedures5. Complaint acknowledgementHow eligible complaints that are not subject of summary resolution must be acknowledged and, how this procedure will always apply where the firm contests or rejects the complaint. This is the first formal acknowledgement of an eligible complaint that has not been dealt with as a speedy resolution complaint. Rules in the DISP section of the FCA Handbook prescribe exactly what must be communicated in writing to the co...
Shortened demo course. See details at foot of page. ...er or not contact has been made in an effort to resolve, clarify or acknowledge the complaint, a formal written acknowledgement must also be given if the complaint cannot be resolved within three working days as outlined in the previous chapter. Below is described what must be included in an initial response letter.
All this must be in the main body of the response letter: The firm’s understanding of the complaint; especially if it has been made orally. It is also advisable in these circumstances to invite dialogue with the claimant especially if any aspect of the complaint is ambiguous or if further information is needed Details of the firm’s complaint handling procedures The letter must advise the customer of the following: - The name of the person who will investigate the matter and... Shortened demo course. See details at foot of page. ...n there being no cover under the policy. Whilst it may appear that there is no redress due or that any redress would be within the level of the excess applicable to the policy, it is dangerous to make such an assumption in case the FOS or a court of law eventually finds against the firm, or indeed if defence costs are incurred. The PII claims process, where necessary, provides the firm with legal advice that could be valuable.What time period does a complainant have after receiving a final response to refer the matter to the FOS? Answer : Purchase course for answer |
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