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Aug 6th, 2022

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Got questions?

Below are some common questions from our customers that may provide you with the answer you're looking for. If you can't find an answer to your question, please don't hesitate to reach out to us.

What is the 6 year rule FCA?

You usually need to complain to a business or to us within 6 years of your problem happening. If you havent done this, we cant usually investigate the complaint unless you made your complaint within 3 years of becoming aware (or when you should reasonably have become aware) that you had cause to complain.

Which information should be a part of Acknowledgement of complaints?

The acknowledgement should briefly describe the complaint process, the time line to resolve or decide the complaint and the contact details for follow up on his/her complaint.

What is the time frame for formally acknowledging a complaint?

When following the formal complaints process, the practice must acknowledge receipt of the complaint within three days of receipt of the complaint.

How do you acknowledge a customer complaint letter?

[TEMPLATE ACKNOWLEDGEMENT LETTER] Dear [insert name of patient or complainant here], Thank you for your letter/email/telephone call/conversation [delete as appropriate] of [insert date here]. I write to acknowledge receipt of your complaint and to let you know that I am currently investigating your concerns.

How long does a company have to acknowledge a complaint?

In exceptional circumstances, you have up to 35 days, but youll still need to respond within 15 days to tell the customer when youll reply fully. You have up to 8 weeks to resolve all other complaints. The time you have to resolve a complaint starts from the date it is received anywhere in your business.

How long does a company have to respond to a complaint FCA?

You must receive a final response within 35 business days from when you first made the complaint.

How do I acknowledge a complaint via email?

How to respond to a customer complaint via email Get into the right state of mind. Call them by name. Show sympathy. Thank the client for docHubing out. Explain what youre going to do. Offer a discount. Sample customer complaint response.

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