Regulation 4 Recording consumer complaintsI1

United Kingdom

(1)

Upon receipt of a consumer complaint made through its complaints handling procedure each regulated provider must record in a written or electronic format the following details—

(a)

the date that the consumer complaint was received;

(b)

whether the consumer complaint was made orally or in writing;

(c)

the identity and contact details of the complainant; and

(d)

a summary of the consumer complaint.

(2)

For each consumer complaint received through its complaints handling procedure the regulated provider must also record—

(a)

a summary of any subsequent contact with the complainant and any advice given or action taken in response to the consumer complaint;

(b)

the date (if any) on which the consumer complaint became a completed complaint; and

(c)

the date (if any) on which the regulated provider sends a written notice to a complainant in accordance with Regulation 5.

(3)

Where a regulated provider has recorded a consumer complaint as a completed complaint but within three months of the date of making that record a subsequent contact is made by or on behalf of the complainant in relation to that consumer complaint which indicates that it is not a completed complaint, the regulated provider—

(a)

must as soon as reasonably practicable take account of that consumer complaint in any report which it is obliged to prepare and publish in accordance with Regulation 9;

(b)

shall not otherwise be entitled to treat that consumer complaint as a completed complaint for the purposes of these Regulations until that consumer complaint is demonstrably a completed complaint.

Annotations

Commencement

I1: Reg. 4 in force at 1.10.2008, see reg. 1