| Commentary

137 Requirements

| Commentary

137 Requirements

The internal complaint handling procedure of a building society should provide for receiving complaints1, responding to complaints, the appropriate investigation of complaints and notifying complainants of their right to go to the Financial Ombudsman Service2 where relevant3. The procedure must also make provision for:

  1. 137.1

        complaints to be investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of the complaint;

  2. 137.2

        the person charged with responding to complaints to have the authority to settle complaints (including the offering of redress

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