FSA thinks again about handling complainants

In PS07/9 on the revised rules for dealing with complainants, the FSA has listened to feedback and decided not to pursue four rule proposals as originally envisaged in CP06/19; they are: the provision of complaints process information at point of sale; the indication of ultimate availability of the Financial Ombudsman Service (FOS) at the point of sale and in letters that acknowledge complaints; the emphasising and recasting of the rule, not often used, under which respondents are able to close complaints if they obtain written acceptance of their responses from the complainants; and the suggested amendments to the complaints forwarding rules.