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We also recognise that for some consumers, the 8-week period – during which a business is entitled to investigate a complaint before it can be referred to the ombudsman service – might be a significant barrier to accessing our service. We have referred this to the FSA (Lord Hunt’s conclusion 20). The recently updated complaints-handling rules require financial businesses to be “prompt”.
We also recognise that for some consumers, the 8-week period – during which a business is entitled to investigate a complaint before it can be referred to the ombudsman service – might be a significant barrier to accessing our service. We have referred this to the FSA (Lord Hunt’s conclusion 20). The recently updated complaints-handling rules require financial businesses to be “prompt”.
full Report --- >>>> policy statement, our strategic approach to accessibility