Endowment redress - Internal Complaints Procedures

Download documents in Word or Excel Format

To save documents to your hard disk - Right click on a link below, then 'Save Target As'.

The Acknowledgement letter includes the matters that should be covered in the acknowledgement of a complaint or circumstance.

TheEndowment questionnaireadapted from that available on the Financial Ombudsman Service website (see notes below). You should note however that in order to satisfy the PI Insurers, Money Wise will only issue the questionnaire when absolutely necessary, e.g. when no file or other information is available. In such cases, the Insurers are also advised of the issue of the questionnaire. We recommend that firms discuss this particular matter with the Insurers individually.

The standardLetter to lenders requests information in mortgage complaint cases.

The endowment redress calculation spreadsheet is a guide to the calculation of redress in endowment complaint cases, but you should note that it will not perform the calculation for you. It is based upon the Guidance on handling Mortgage Endowment Complaints in the FSA handbook (see notes below). 


Notes:

Left click on the web links below

Financial Ombudsman Service website

FOS endowment redress (RU89) calculations

FSA handbook (DISP/DISP Appendix 2.2.18G) 

FSA redress calculation page, especially DISP App 2.2.9