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Developing complaints handling policies

We expect you to follow our guidance on how we expect you to handle complaints and disputes.

This guidance:

The guidance gives you some flexibility in how you comply

In the guidance, we use the word ‘must’ for a legal obligation that you must follow. We use the word ‘should’ as a recommendation of good practice that we expect you to follow. We will expect you to be able to explain the reasons if you depart from that good practice standard.

You should accept complaints made in person, over the phone or by email where such facilities exist, or via third party intermediaries or support tools, such as the free online tool Resolver (opens in new tab).

What you should do when handling complaints

You should provide the customer with written confirmation that they have reached the end of your complaints procedure at the end of 8 weeks after receiving the initial complaint (or sooner, if you reach the end of your complaints process sooner), with information about how to escalate the case to ADR.

You should also respond to enquiries from ADR providers within 10 working days of receiving the request.

You should not impose unreasonable time limits for customers to make complaints.

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How to handle customer complaints
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