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Financial Services Authority

 

Complaint Handling

The Complaint Handling Manual can be downloaded in Word format.

Useful links:

Compliance Director, John Skillman 

Complaints Procedure - Information for clients

FOS notice 

Verbal complaint file note 

Adviser notification letter

Reminder letter

Further reminder letter

Complaint Summary Sheet 

Acknowledgement letter to client

Notify the PI Insurers of a complaint

Endowment Mortgage Complaints 

Complaints Diary System

Endowment Questionnaire 

20 working days letter

40 working days letter

FOS leaflet - Your complaint and the ombudsman

Endowment Redress procedure

PI permission to issue an offer

Conclusion letter

Reminder letter

Resolved letter.

Request for payment 

Notify the PI insurers of closure of complaint

FSA factsheet - endowment mortgage complaints






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