Complaint Procedure and Process Assessment Flashcards
If an emailed complaint is received in the business at 16.59,on a normal working day which of the following is true?
Please indicate the most appropriate response
A) This is day one of the complaint for both sets of rules
B) The complaint gets registered as arriving the next working day as it was not opened until the following day
C) The first day starts once we realised the complaint has been received
A) This is day one of the complaint for both sets of rules
If a complaint requires a written response what would be option for response within five days of receipt?
Please indicate all those that apply
A) Issue our written acknowledgement including our Internal Complaints Procedure
B) Issue our written acknowledgement and final response and not provide any information regarding the complaints procedure or Financial Ombudsman Service
C) Issue our written acknowledgement and final response including our Internal Complaints Procedure and the Financial Ombudsman Service standard explanatory leaflet.
A) Issue our written acknowledgement including our Internal Complaints Procedure
C) Issue our written acknowledgement and final response including our Internal Complaints Procedure and the Financial Ombudsman Service standard explanatory leaflet.
Our complaints handling procedure will be provided to the customer at which of the following points.
Please indicate all that apply
A) Upon request
B) When acknowledging a written complaint
C) Whenever the customer makes a draw down
D) Whenever a customer makes a change to their account details
It’s these three!
A) Upon request
B) When acknowledging a written complaint
C) Whenever the customer makes a draw down
Will complaints handled within the two day rule form part of the reportable complaints provided to the FCA?
A) Yes
B) No
B) No
Which of the following is the correct in respect of the escalation process?
Indicate all the apply
A) Call escalated to line manager following reasonable attempt by the CSR to resolve
B) Call passed to complaints team as soon as the word complaints comes up in conversation
C) Escalated to complaints team by email if the customer has not accepted resolution within two days process
D) Call escalated to line manager when customer requests to speak to a manager
A) Call escalated to line manager following reasonable attempt by the CSR to resolve
C) Escalated to complaints team by email if the customer has not accepted resolution within two days process
D) Call escalated to line manager when customer requests to speak to a manager
Does a complaint have to be received in writing to be processed under eight week rule?
A) Yes
B) No
B) No
What must occur for the complaint to be resolved?
Indicate the most appropriate response in line with the processes and policy
A) The customer agrees with the response provided by Elevate International Credit Ltd
B) The customer accepts the response provided by Elevate International Credit Ltd
C) The customer must be correct
B) The customer accepts the response provided by Elevate International Credit Ltd
Can the customer complain directly to FCA and receive assistance with their complaint?
A) Yes but the customer should have the opportunity to resolve prior to the customer appealing to the FCA
B) Yes as soon as they complain to Elevate International Credit
C) No the customer can appeal to the Financial Ombudsman Service
C) No the customer can appeal to the Financial Ombudsman Service
Who can make a complaint?
Indicate all that apply
A) The customer
B) An authorised third party acting on behalf of the customer
C) Any one speaking on behalf of the customer
A) The customer
B) An authorised third party acting on behalf of the customer
How long are complaint records retained for?
Indicate the most appropriate answer
A) 2 years
B) 3 years
C) 6 years
B) 3 years
