Regulation 29 Directions of the Regulator about complaints handling and related matters
This regulation has effect in relation to a case where the Regulator is satisfied that—
a complaint against an authorised person is well-founded; or
the authorised person should alter its claims management procedures.
The Regulator may give the authorised person a direction about the further handling of the complaint.
The Regulator may also give the authorised person a direction about the future handling of complaints, or about any other aspect of the authorised person’s business that relates to the provision of claims management services.
Before giving a direction under paragraph (2) or (3), the Regulator—
must notify the authorised person of any direction that the Regulator proposes to give, and the reasons for giving it;
must give the authorised person a reasonable opportunity to make submissions in relation to the proposed direction; and
must take any such submission into account in deciding whether to give the direction.