Complaint Handling Procedure
A written acknowledgment of a complaint will be sent to the complainant within 5 business days of its receipt (together with the company's complaint handling procedures)
If a final response can be prepared within 5 business days of receipt, CCI will combine its acknowledgement and final response to the complaint.
Within 4 weeks of receiving a complaint CCI will send the complainant either:
A final response; the final response letter will set out the final view on the issues raised in a complaint and state whether:
The complaint is accepted and – where appropriate offer redress
The complaint is rejected but still offering redress
Reject the complaint – explanation of rejection must be given
A response which:
Explains that the company is still not in a position to make a final response, give the reason for the further delay and indicate when it is expected to be able to provide a final response.
CCI Legal Services will by the end of 8 weeks after its receipt of a complaint, send the complainant either;
A final response which includes the FOS explanatory leaflet;
A response which explains that CCI Legal Services is still not in a position to make a final response, giving reasons for the further delay and indicate when we expect to be able to provide a final response. At this point, CCI will advise the complainant of their right to refer to their complaint to the FOS (Financial Ombudsman Service) if they are dissatisfied with the delay and enclose the FOS explanatory leaflet.
The above time limits do not apply if the following requirements have been met:
When CCI has taken reasonable steps to determine, and has determined that the complaint;
Is not made by, or on behalf of, an eligible complainant; or does not relate to an activity of CCI (or of any other firm with whom CCI has some connection in marketing financial services)
Does not involve an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
Where the complaint has been resolved by close of business on the business day following its receipt.