We believe our intermediary partners don't intend for things to go wrong but unfortunately it will happen at times. How firms react can at times be more important than the issue itself.
Any verbal OR written expression of dissatisfaction, whether justified or not, which alleges the complainant has experienced:
This dissatisfaction must be in connection with a service you provide.
When investigating a complaint, you should take the following steps:
Put yourself in the customer’s shoes – how would you expect the company to right the wrong you had experienced?
If you find that you’re at fault, you should be placing the customer in the same situation they would’ve been in if the error hadn’t occurred.
At times, customers may complain to you about their insurer. When this happens you should forward that complaint to the insurer so they are able to record and investigate that.
According to the Dispute Resolution handbook (DISP), this complaint needs to be: forwarded promptly to the firm responsible for investigating the complaint and inform the complainant in a Final Response Letter why the complaint has been forwarded.
Unfortunately, there will be situations where a customer does not accept the outcome proposed to their complaint. Where this occurs, they may have the right to refer their complaint to the Financial Ombudsman Service (FOS). The FOS will consider complaints from:
You must notify customers who are microenterprises and small businesses of their right to refer their complaints to the FOS. This will be contained within your final response to their complaint, or, 8 weeks following the receipt of their complaint if you haven’t issued your response letter.