8A2–8D

Question 1

Should complaints be oral or written?

Answer 1

They can be either

Question 2

Can a complaint be made on behalf of someone else?

Answer 2

Yes

Question 3

What must a complainant have suffered?

Answer 3

1. Financial loss
2. Material distress
3. Material inconvenience

Question 4

Eligible complainants

Answer 4

1. Consumer
2. Micro enterpise (less than ten)
3. Small business with less than 50 employees
4. Charity (less than 6.5m)
5. Trustee
6. Guarantor

Question 5

Who can complainants refer complaints to?

Answer 5

FOS

Question 6

Firms’ compulsory time limitations for addressing complaints

Answer 6

1. Every complaint must be promptly acknowledged in writing
2. Complainant must be kept informed of complaint progress
3. Maximum 8 weeks, firm must send final response and compensation

Question 7

What is the maximum time to receive a final response to a complaint?

Answer 7

8 weeks

Question 8

What can a complainant do if dissatisfied?

Answer 8

May refer to FOS within 6m

Question 9

When does FCA formal complaint procedure not need to be followed

Answer 9

By COB on third day after complaint was received

Question 10

What happens when FCA formal complaint process isn’t followed

Answer 10

Firms must send a simple, template message

Question 11

What is the minimum period for keeping complaint records?

Answer 11

FCA says 6 years

Question 12

Maximum FOS award

Answer 12

£375,000

Question 13

International alternatives to FOS

Answer 13

1. Overseas local ombudsbance
2. Independent arbitration

Question 14

Where are complaints procedures set out

Answer 14

In policy documents

Question 15

How much does it cost for a consumer to have a complaint reviewed

Answer 15

No cost – no need for legal action

Question 16

ABI composition

Answer 16

Over 200 UK insurance companies

Question 17

How is ABI funded

Answer 17

By members’ subscriptions on a not-for-profit basis

Question 18

ABI Codes of Practice requirement

Answer 18

Member companies must issue a Consumer Guide to individuals

Question 19

SoBP abbreviation

Answer 19

Statement of best practice

Question 20

What can be found in SOBp

Answer 20

1. Common definitions
2. Cancer claims details

Question 20

Who is required to abide by ABI SoBPs?

Answer 20

Only insurers and members

Question 21

FSCS abbreviation

Answer 21

Financial Services Compensation Scheme

Question 22

When does FSCS step in?

Answer 22

When a firm goes out of business and a customer suffers a financial loss

Question 23

At what stage do insurers request a medical report?

Answer 23

1. Where the policy is subject to underwriting
2. At claim stage

Question 24

Access to Medical Reports Act 1988

Answer 24

Gives individuals right of access to reports about themselves

Question 25

Rules for requesting a medical report from a practioner

Answer 25

1. Applicant has notified individual they want to make the application
2. Individual has given consent

Question 26

How many days to individuals have to see a doctor’s report?

Answer 26

21

Question 27

What happens if an individual asks a practionier to amend a report?

Answer 27

1. Amend, if they agree
2. If they disagree, attach a statement

Question 28

For how long must medical reports be kept

Answer 28

For at least six months from the date it was supplied

Question 29

Costs of requesting a report

Answer 29

Practitionier may charge a reasonable fee for this

Question 30

Access to Health Records Act 1990

Answer 30

Established the right for individuals to access their health records

Question 31

Purpose of access to health records act

Answer 31

1. To allow the correction of inaccurate reports
2. For the avoidance of certain obligations

Question 32

Where does 1990 act still apply?

Answer 32

Where someone might be entitled to compensation as a result of the death of a relative