CIPR 3.8.5 Service standards

(1) This rule applies if a complaint has not been resolved by close of business on the next business day after the day on which it is received.
(2) If the firm has referred part of the complaint to another authorised firm, the firm must comply with this rule in relation to the part of the complaint that was not referred.
(3) Within 5 business days after the day on which the complaint is received, the authorised firm concerned must give the complainant an acknowledgement in a durable medium. The acknowledgement:
(a) must give the name and job title of the individual who is handling the complaint for the firm; and
(b) must give details of the firm's internal complaint-handling procedures.
(4) The acknowledgement may be combined with a final response if the firm can provide the response within 5 business days after the day the complaint is received.
(5) A final response:
(a) must be in a durable medium;
(b) must do 1 of the following:
(i) accept the complaint and, if appropriate, offer redress;
(ii) offer redress without accepting the complaint;
(iii) reject the complaint and give reasons for rejecting it; and
(c) if the complainant is eligible to apply under the customer dispute resolution scheme:
(i) must inform the complainant that, if the complainant is dissatisfied with the response, the complainant may apply under that scheme, but must do so within 4 calendar months after receiving the response; and
(ii) must give the contact details for the scheme.
(6) If the firm has not given the complainant a final response at the end of 4 weeks after the day on which the complaint is received, the firm must give the complainant a response, in a durable medium, explaining why it has not been able to resolve the complaint and indicating when it will contact the complainant again about the complaint.
(7) If the firm has not given the complainant a final response at the end of 8 weeks after the day on which the complaint is received, the firm must give the complainant a response, in a durable medium, that:
(a) explains that the firm has not been able to give a final response, gives reasons for the further delay and indicates when the firm expects to give a final response; and
(b) if the complainant is eligible to apply under the customer dispute resolution scheme, informs the complainant that the complainant may apply under that scheme if dissatisfied with the delay.
(8) For this rule, if the firm received the complaint on a day that is not a business day, or on a business day after close of business, the complaint is taken to have been received by the firm on the next business day.
Derived from QFCRA RM/2019-2 (as from 1st January 2020).
Amended by QFCRA RM/2020-1 (as from 15th August 2020)