Complaints procedure - consumer leaflet
This example internal complaints procedure leaflet can be sent to eligible complainants when issuing them with an acknowledgement letter. The response times are based on FCA requirements. If you don’t have a leaflet already, you may find this of use to adapt for your firm.
To download this leaflet in Word format for own-branding follow the link on the right-hand side or below.
Our commitment to you
We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.
[Company Name] Complaints Procedure
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.