Complaints
What will a customer see on the FRL?
The customer will see the full details of the complaint, including dates and whether the complaint is Upheld, Not Upheld or OOJ.
Who is the Adjudicator?
A person who would investigate a customers complaint and checks if we have reached the right outcome
What does DSAR stand for?
Data Subject Access Request
What does OOJ stand for?
Out of Jurisdiction
What is a RIT?
This is the template that the complaint will be investigated on.
What is an Exco Complaint?
A complaint that has been recieved by higher management.
What is an Ombudsman?
Someone who would review our outcome as well as the Adjudicators outcome.
What does IVA stand for?
Individual Voluntary Arrangement
What is the 6 year rule?
If the customer is complaining about something that happened over 6 years ago, the complaint is OOJ.
After 20 Working days, what is the name of the letter we send the customer?
4-week Holding letter.
How long do we have to resolve DSAR, GDPR, ICO complaints?
30 Calendar days
What are the 2 outcomes for complaints?
Upheld and Not Upheld
Who would we refer IVA information we receive to?
Exceptions
Where a customer has had reasonable awareness to complain over three years ago
Difference between fees & charges?
Fees- cost of service provided to the customer.
Charges- penalty that the customer would have to pay if they have not managed their account well.
How can we communicate with the customer about their complaint?
Email, Letter and Telephone
How long would it take FOS to investigate a customers complaint?
No time limit
5 examples on Non-Complaints.
IVA requests, CMC's, Reasonable adjustments, Queries, Do Not Promote forms
What's another word for OOJ?
Time-Barred
What is a SRC?
Letter sent to the customer if the complaint has been resolved in 4 days after customer confirmed they were happy with the resolution.
Name 8 Aspects of complaints.
Credit file
Fees & charges
Interest
Staff attitude
Debt sale
Fraudulent Transaction
Fraud Prevention
Incorrect information given to the customer
Agreed action not delivered
NOV
Hold Time
How long does a customer have to refer their complaint to FOS?
6 Months
5 Rights the customer would have under GDPR?
Right of Access
Right to Rectification
Right to be informed
Right to Forgotten/Erasure
Right to Object
Rights related to Automated decision making
Right to Restrict processing
Right to Data Portability
Can we time-bar a PSD2 complaint?
Who are our regulators and what do they do?
FCA, they provide guidelines and expectations the business has to follow when dealing with complaints.