Ombudsman explains changes in new complaint rules

If a consumer complains to a firm, the firm must still send the consumer an acknowledgement and provide a copy of their complaints-handling process, but the rules now require them to do this ‘promptly’ rather than within a set time of 5 days.

And the rules now require them to keep the consumer informed about the investigation of the complaint, rather than requiring a letter at the 4-week stage.

The rules about responses remain largely the same – though firms can no longer get consumers to settle on the basis of an interim response without telling them about the Financial Ombudsman Service.

And, where responses are required to mention the ombudsman service, this must now be in the letter itself and not just in an enclosed leaflet.