Firms which are unable to find copies of original letters or documents relating to a complainant's case could submit a copy of the standard client letter in use at that time to the Financial Ombudsman Service.
Details of updated guidance on complaints-handling – published in this month’s Ombudsman Newsletter – suggest it would count against companies who are unable to produce “appropriate records and documents” as firms are expected to maintain a higher standard of record-keeping than most consumers. That said, in situations where companies are unable to produce a copy of the original letter or documents sent to a client but which was automatically generated by computer, an intermediary firm can instead present the FOS with a copy of the standard letter in use at the time, along with a compute...
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