V12 Procedure Guide - Flipbook - Page 31
Product + Procedure Guide
Complaints
You are required to work with us proactively to
resolve all complaints raised by a customer or
their representative.
It is important that you understand your
responsibilities as an FCA-regulated 昀椀rm and
have up-to-date policies and procedures for
dealing with regulated complaints.
The FCA complaint handling rules are in the
FCA Handbook, in the Dispute Resolution
Sourcebook or DISP.
You must also notify us without delay if you
receive any complaint where you are dealing
directly with the customer. We expect you to
respond to such complaints in a timely manner,
in line with relevant regulatory requirements,
and to keep us informed of the resolution of
the complaint.
If the customer asks us to become involved in
resolving these complaints, or you are unable
to resolve them yourself within a reasonable
timeframe, we may attempt to resolve the
complaint for the customer and will require
your full co-operation to reach a fair resolution.
You must notify us immediately if you receive
any complaint which may give rise to a claim
against us. This will include all regulated
complaints related to Secure Trust Bank PLC
credit agreements.
We will contact the customer directly to
resolve such complaints. We may request
information from you to conduct our
investigations and we require your full cooperation to ensure customers receive
fair outcomes.
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