Tip of the Week

What does upheld mean?

By 22nd February 2021 No Comments

What is meant by upheld data when reporting complaints information?

Under the ‘upheld’ data category, firms are required to report any complaints to which they have given a ‘final response’ that accepts the complaint and, where appropriate, offers redress, even if the redress offered is disputed by the complainant.  Where a complaint is upheld in part, firms should treat the whole complaint as upheld for reporting purposes.