FAQ topics in this section

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This section answers a number of frequently-asked questions (FAQs) about:

we've received a complaint for the first time. What do we need to do?

Many businesses receive complaints only rarely – so may not be used to the official procedures they have to follow if a consumer complains.

Our quick guide:

briefly sets out what you need to do if a consumer complains to your business. There are certain procedures you need to follow. These include:

carrying out a proper investigation into the complaint and
telling the consumer about their right to refer the case to the ombudsman service.

This quick guide also explains how to find out more about the complaints-handling rules you need to follow.