ComplaintsWhat is a complaint?FSA definitionThe FSA defines a complaint as: ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’. The bottom line is that if your customer expresses dissatisfaction verbally or in writing then you need to put things right. If you can do this by the end of the next business day, you – and your customers - have everything to gain. Resolving complaints by the end of the next business day
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