Procedure Template and Log
Note: It is up to each member to implement an complaints handling procedure appropriate to their individual
firm. This is a guidance document and firms must personalise the template to their own firm’s needs.
Complaints Procedure operated by INSERT NAME OF FIRM
Scope
This procedure is operated by the firm in relation to its financial services provided under the
Consumer Protection Code.
Our objectives:
To respond to complaints in a courteous, timely and fair manner.
To endeavour to address the specific issues raised by our customers and, where appropriate,
update our procedures to avoid re-occurrence of problems.
To endeavour to achieve a situation where our customer feels we have addressed the complaint,
but if he/she remains dissatisfied with the outcome of our efforts, to ensure that he/she is
notified of the right to refer the matter to the Financial Services and Pensions Ombudsman
(FSPO).
Procedure
1. The firm will establish and maintain a complaints file and all complaint records will be kept for
six years.
2. Where the firm receives an oral complaint, we will offer the consumer the opportunity to have
the complaint treated as a written complaint. The firm will investigate the complaint on the basis
of our understanding of the issue.
3. The firm will acknowledge in writing each complaint within 5 business days of receipt. This
acknowledgement will contain a copy of these procedures and notification that the complainant
can refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if he/she is not
happy with the outcome of our investigation, or if the matter has not been resolved within 40
business days, the anticipated timeframe within which the firm hopes to resolve the complaint.
Contact details of the Financial Services and Pensions Ombudsman (FSPO) will also be provided.
4. We shall investigate the complaint as swiftly as possible, and the complainant will receive an
update on the complaint at intervals of not greater than 20 days starting from the date on which
the complaint is made.
5. The firm will attempt to investigate and resolve the complaint within 40 business days of having
received the complaint; where the 40 business days has elapsed and the complaint is not
resolved, the complainant will be informed of the anticipated timeframe within which the firm
hopes to resolve the complaint and that the complainant can refer the matter to the
Ombudsman and the contact details of such Ombudsman will be provided.
6. Within 5 business days of the conclusion of our investigation of the complaint, the firm shall
send a written report of the outcome of this investigation. This report shall include an
explanation of the terms of any offer that the firm is prepared to make in settlement of the
complaint. We will also inform the complainant of the right to refer the complaint to the
Financial Services and Pensions Ombudsman (FSPO) and will provide the consumer with the
contact details of such Ombudsman.
7. Where it appears to the firm that the complainant is not satisfied with the outcome of our
investigation, and where we feel that we cannot progress the issue further, we will immediately
write to the complainant advising them of their right to refer the dispute to the Financial
Services and Pensions Ombudsman (FSPO).
8. A senior manager will review the file before its conclusion and attempt to identify any
procedures that can be implemented by our firm to avoid a repeat of the type of complaint
received. Any new procedures will be immediately communicated to all staff and placed in the
Written Procedures file.
9. The person responsible for complaints in this firm is: _________________________
Complaints Register
INSERT NAME OF FIRM - Complaints Log
Date of Complainant Details of Date Summary of Action Date Status of
Receipt (File Ref No.) complaint Acknowledged responses taken to complain Complaint
given & dates resolve t was
updates were complain resolved
Issued t
