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Complaints

To download this letter in Word format for own-branding follow the links on the right-hand side or below.

Final response – complaint upheld

[FOS leaflet can be excluded if 8-week holding letter already sent]

[Enter Name]
[Enter House Number]
[Enter Street Name]
[Enter Town/City]
[Enter County]
[Enter Post Code]

Enter Date]

Dear [name]

[Enter reference number if applicable]

Further to my letter of [date of latest correspondence], I have now investigated your complaint fully and would like to apologise for [short summary of mistake/poor service], and for the inconvenience/distress this has caused you.

As a result of our mistake/poor service [enter final response]

Please note that, under terms of our Complaints Procedure, this is our final response. If you are dissatisfied with it, you may refer your complaint to the Financial Ombudsman Service.  You need to do this within six months from the date of this letter. For more information please read the enclosed guide ‘Your Complaint and the Ombudsman’.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London   E14 9SR

Additional paragraph and enclosure if final response doubles up as acknowledgment (ie is sent within 5 days of receipt of complaint.)

[I also enclose a copy of our internal Complaints Procedure for your information.]

Once again, we are sorry for the inconvenience we caused you and hope you will find that the points above offer a fair resolution.

Yours sincerely,

[Enter Name of person handling the complaint]
[Enter Job title of person handling the complaint]
[Enter medium by which they can contact you e.g. direct dial]

Encs:  FOS explanatory leaflet ‘Your Complaint and the Ombudsman’
[Name of company, Complaints Procedure leaflet] 

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