Amending the complaints process
I have updated my complaints procedure as a result of November's compliance rule changes, though I have now heard that they are changing again. Is this correct and what is different?
You are right. There are a number of minor additions that have come into effect from the beginning of this month, which are detailed in the Financial Services Authority Policy Statement PS08/3 (issued in March). There are only two changes of real importance as far as general insurance brokers are concerned.
Firstly, the FSA is concerned that customers are not being made aware in a clear way of their right to refer complaints to the Financial Ombudsman Service, so there is a new requirement to
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