Status: You are viewing the version of the handbook as on 2011-04-29.

final response

    (1) (in CRED ) 29 136a written response from the firm which:

      1. (a) accepts the complaint, and, where appropriate, offers redress; or
      1. (b) offers redress without accepting the complaint; or
      1. (c) rejects the complaint and gives reasons for doing so;

    and which informs the complainant that, if he remains dissatisfied with the firm's response, he may now refer his complaint to the Financial Ombudsman Service and must do so within six months.21

    (2) (in DISP) a written response from a respondent which: 29 136

      1. (a) accepts the complaint and, where appropriate, offers redress or remedial action; or 29 136
      1. (b) offers redress or remedial action without accepting the complaint; or29 136
      1. (c) rejects the complaint and gives reasons for doing so;29 136
      1. and which:29 136
      1. (d) encloses a copy of the Financial Ombudsman Service's standard explanatory leaflet; and 29 136
      1. (e) informs the complainant that if he remains dissatisfied with the respondent's response, he may now refer his complaint to the Financial Ombudsman Service and must do so within six months.29 136