Complaints, FOS & Compensation Flashcards
What 3 areas are complaints rules divided into?
1) Consumer Awareness
2) Complaints Handling
3) Complaint Resolution
What comes under consumer awareness?
1) Publish details of internal complaints procedure
2) Make clear FOS are an available route if outcome not satisfactory
3) Provide this information in response to a complaint
What comes under complaint handling?
1) Must have an effective complaints handling procedure
2) Must address the route of any recurring complaints
3) Senior manager must be appointed to identify route of recurring complaints
What comes under complaint resolution?
1) Must fully and impartially investigate claims within 8 weeks
2) Must publish final decision within 8 weeks
3) Must explain whether complaint is upheld and if so what redress
4) Must clearly and fairly explain decision to client
must make sure the client knows they can go to FOS
After final decision from a company, how long can a complainant go to the FOS?
6 months after receiving final response
What time frame after the event OCCURING can the FOS investigate a claim?
not from the final decision
6 years
What is the FOS’s first attempt at resolution
Claim handler lays out observations in hopes of an informal settlement
What if the FOS’s first stage of resolution fails?
An ombudsman is appointed who will adjudicate and reach a final decision
Who is an ombudsman’s decision binding upon?
Only a business
A customer can reject the decision and appeal in the courts for redress
What is the current maximum compensation available from the FOS
as of apr 1st 2025
£445,000
