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Requirement to have a Complaints Dept


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As far as I understand it all companies must have a complaints department and follow a set procedure and timescale when dealing with complaints.

 

Anyone can give me pointers to OFT guidelines or any other regulations regarding that as well as the penalties for not having a complaints procedure in place?

“We believe Capital One Law takes privilege over UK Law” – Sven Lagerberg – Capital One.

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By supplying ALL the documents WILL NOT answer your questions but by supplying a SELECTIVE few will. – Jayne Sheenan – HSBC

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Separate requests with a fee should be made to ALL relevant Data Controllers in an organisation. - Jayne Sheenan – HSBC

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Our t&c's overrides ICO guidelines when reporting to CRA's - Karon A Bullock - Capital One

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Anyone?

“We believe Capital One Law takes privilege over UK Law” – Sven Lagerberg – Capital One.

-----------------

By supplying ALL the documents WILL NOT answer your questions but by supplying a SELECTIVE few will. – Jayne Sheenan – HSBC

------------------

Separate requests with a fee should be made to ALL relevant Data Controllers in an organisation. - Jayne Sheenan – HSBC

------------------

Our t&c's overrides ICO guidelines when reporting to CRA's - Karon A Bullock - Capital One

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Have a read of the following OFT document. DCA's are supposed to have dedicated complaints teams, but I don't think they have any rules on processes. The DCA's don't come under the FSA's stricter complaint handling rules, which I think is a mistake. Personally I would like to see the DCA's come under the control of the FSA and much stronger regulation appled. This will cut out some of the dodgy practices currently followed.

 

 

http://www.oft.gov.uk/shared_oft/business_leaflets/consumer_credit/oft880.pdf

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These are guidelines, the OFT are hopeless thats a fact, when you complain to them, they use a threat to revoke a credit license, but can you ever see them revoking Barclaycards license under any circumstances? The FSA are a waste of space, loads of abuse, they handle high profile cases, but take years. Whats required is staggering

fines, like £100,000 for each breach. And i'm not joking.

 

As far as I understand it all companies must have a complaints department and follow a set procedure and timescale when dealing with complaints.

 

Anyone can give me pointers to OFT guidelines or any other regulations regarding that as well as the penalties for not having a complaints procedure in place?

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