Requirement to have a Complaints Dept

[lord_tiger_putin]

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?

[lord_tiger_putin]

Anyone?

[unclebulgaria67]

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

[rebel11]

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?