Acknowledgement of the complaints must be made in writing and within 5 business days of receipt, giving the name or job title of the person handling the complaint within HWL together with a copy of HWL ’s internal complaint handling procedures. Complaints will be dealt with promptly. If a final response can be provided within the initial 5 days, it is possible to combine the acknowledgement of the complaint with the final response. To enable the complaint to be addressed as soon as possible, and within the Treating Customers Fairly initiative, staff may be required to provide a written report surrounding their recollections of the sale/transaction in question and such reports must be provided promptly having been given suitable priority. If the complaint is not resolved within 4 weeks of receiving the complaint, HWL must send either a final response or a holding response. The latter will explain why HWL is not yet in a position to resolve the complaint, and indicate when further contact can be expected. This should be within 8 weeks of receipt of the complaint. By the end of the 8 weeks after HWL received the complaint, HWL must send the complainant either:
- A final response, or
- A response which explains why HWL is still not in a position to make a final response, giving reasons for the further delay and indicating when it expects to be able to provide a final response.
At this time HWL must also inform the complainant the reason for the delay, when it expects the issue to be resolved, and that they have the right to refer the complaint to the Financial Ombudsman Service (FOS) if they are dissatisfied with the delay and send them a copy of the FOS explanatory leaflet, provide the website address of the FOS, and indicate whether or not the firm consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R. When investigating a complaint HWL must ensure that consideration is given to any consequential or prospective financial loss in addition to actual loss.