Handle an insurance complaint

Acknowledge, look into it and send a final response within eight weeks.

1. Log the complaint with the date it came in
2. Send a prompt written acknowledgement
3. Read the file and speak to the account handler
4. Check if the insurer caused the problem and pass it on if so
5. Write the final response
6. Include the Financial Ombudsman details and six month time limit. Most people forget this: Final responses without the Ombudsman details breach FCA complaint rules
7. Approve the response (Compliance officer signs off)
8. Record the root cause for the complaints report

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