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Tip of the Week

Complaints Return Reporting

By 15th January 2024February 14th, 2024No 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’.