CHG407 | Defining and recording a complaint: Financial Redress - should we record a complaint

If the customer considers that financial redress may be due for a mistake that we have made, their contact should only fall under our complaints process if there is no opportunity to resolve it at the first point of contact or the customer has previously expressed dissatisfaction about our service and the relevant business area has had an opportunity to resolve it but did not resolve it.

This helps us defend cost claims for any customer or agent who has bypassed the first point of contact and not given us the opportunity to put matters right.