a guide for complaints handlers

We have recently updated this guide, which is intended mainly for people working in the parts of firms, such as compliance units and customer service departments, that deal regularly with complaints and the ombudsman service.

For futher information, look on the publications page of this website.

Produced by the publications team at the Financial Ombudsman Service We hold the copyright to this publication. But you can freely reproduce the text, as long as you quote the source. © Financial Ombudsman Service Limited, April 2005.