Significant complaints also include any which cannot be settled quickly or directly with the client. If a reply to a significant complaint does not contain an offer of settlement or resolution or the client indicates that he is still not satisfied, and the client is an “eligible complainant”, the client must be advised of his right to complain directly to the Financial Ombudsman. The client must also be sent a copy of Keystone Legal Benefits Ltd’s in-house complaints handling procedures.
If after two months the complaint has not been settled to the satisfaction of the client, Keystone Legal Benefits Ltd must notify the FSA of the complaint and notify the client that this has been done.
The Compliance Officer (Christopher Marden) must maintain adequate records to show that all complaints have been processed and resolved in accordance with the above procedures. These records must be kept for three years from the date of resolution of each complaint.
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