updated version of our guide for complaints handlers available on-line
21 November 2003
The latest updated edition of the Financial Ombudsman's guide for complaints handlers [PDF version, opens in new window] is now available on-line.
The guide is primarily intended for people working in financial services who regularly deal with complaints - for example, customer services and compliance staff. The guide covers:
- best practice in dealing with complaints in-house;
- when and how complaints come to the ombudsman;
- ombudsman procedures for dealing with complaints.
Printed versions of the new guide will be available shortly.
media enquiries
- David Cresswell – phone 020 7964 0134
- Emma Parker – phone 020 7964 0966
- out of hours – phone 0771 8658 306