This is the first formal acknowledgement of an eligible complaint that has not been dealt with according to the three day rule. Handbook rules prescribe exactly what must be communicated in writing to the complainant and when. There is a r...
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...Whether 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 Chapter 4.
Below is described what must be included in an initial response letter.
All this must be in the main body of the response letter:
Details of the firm’s own complaint procedure must be imparted including whom to contact about the complaint
The letter must advise the customer that:
They will receive a response as soon as possible
The complaint will be thoroughly investigated
The latest a final response will be issued i...
Shortened demo course. See details at foot of page.
...insurers’ advice will very likely result in there being no cover under the policy. Whilst it may appear that there is no recress due or that any recress would be withn the policy excess, it is dangerous to make this assumption in case the FOS or a court of law eventially finds against the firm, or indeed if defence consts are incurred. The PII claims process, where necessary, provides the firm with legal advice that could be valuable.
