CIPR 3.8.3 Customer redress

(1) This rule applies if:
(a) an authorised firm receives a complaint; and
(b) having considered the complaint, the firm decides that redress is appropriate.
(2) The firm:
(a) must provide the complainant with fair compensation (financial or otherwise) for any acts or omissions for which the firm was responsible; and
(b) must give effect to any offer of redress that the complainant accepts.
Derived from QFCRA RM/2019-2 (as from 1st January 2020).