| Commentary

136 General

| Commentary

F: COMPLAINTS AND DISPUTES

1: INTERNAL COMPLAINT HANDLING PROCEDURES

136 General

Every building society which conducts business with eligible complainants1 from an establishment maintained by the society, or its appointed representative2, in the United Kingdom3 must have in place and operate appropriate and effective internal complaint handling procedures (which must be written down) for handling any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant4 about that society’s provision of, or failure to provide, a financial service5. A building society which does

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