Tip of the Week

Complaints Return Reporting

By 21st September 2020 No Comments

When completing the Complaints Return online you need to disclose how many complaints have been ‘upheld’ (i.e. a final response has been issued which accepts the complaint and, where appropriate, offers redress (compensation) even if the redress is disputed).

However when you reject a complaint but offer an ex-gratia payment to the complainant, the complaint should be recorded as ‘rejected’.