Commentary

141.1 Time limits for dealing with a complaint

BUILDING SOCIETIES vol 6(1)
| Commentary

141.1 Time limits for dealing with a complaint

| Commentary

141 Time limits

141.1 Time limits for dealing with a complaint

A building society should aim to resolve complaints at the earliest possible stage1. Except in certain circumstances2, every building society which is required to operate internal complaint handling procedures3must:

  1. 141.1.1

        send a written acknowledgement of the complaint within five business days4 of its receipt, giving the name or job title of the individual handling the complaint for the society together with details of the society’s internal complaint handling procedures5;

  2. 141.1.2

        within four weeks of receiving a complaint, send the complainant either a final response6 or a holding response which explains

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