Complaints & Redress
Complaints & Redress Quiz
Test your knowledge on how to handle complaints and redress effectively. This quiz will cover various aspects of complaint management and help you understand the best practices to follow.
- Learn about the definitions and procedures related to complaints.
- Evaluate your understanding of response timelines and redress authorizations.
- Enhance your skills in customer relations.
Which answer BEST describes a complaint?
Any expression of dissatisfaction whether justified or not
Any expression of dissatisfaction if justified
Any expression of dissatisfaction from a customer
Any form of dissatisfaction that causes or may cause financial loss
How long do we have to resolve a complaint before it becomes formal?
5 days
5 business days
3 business days
4 days
Where a complaint is resolved within 3 days, what letter will be sent to the customer?
Subject Resolution Certificate
Subject Resolution Communication
Subject Relationship Communication
Summary Redress Communication
What happens if a complaint cannot be resolved within 3 days?
It automatically becomes an upheld complaint
The complaint is rejected
It becomes a formal complaint and is escalated to Customer Relations Team
It becomes a formal complaint and we continue to deal with it in branch
How long do we have to resolve a formal complaint?
Where possible a formal complaint should be resolved within 30 days
Where possible a formal complaint should be resolved within 14 days, where more time is needed we can take up to 28 days
A formal complaint should be resolved within 58 days
Where possible a complaint should be resolved within 28 days, where more time is needed we can take up to 56 days
When a complaint becomes formal, what letter will the customer receive in the post?
Complaints summary from CRT
Acknowledgement letter from CRT
Escalation letter from complaint handler
Complaints summery from branch
When a complaint is resolved and the customer remains unhappy who should we refer them to?
Customer relations team
Financial Conduct Authority
Financial Ombudsmen Service
Financial Services Compensation Scheme
Who can authorise £200 redress? Select all that apply
Retail Manager
Contact Handler
Customer Manager
Branch Manager
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