FOS sets out the dos and don'ts of complaints handling

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...