Keystone Legal Benefits Ltd is required to have written procedures,
by the Financial Conduct Authority, describing how client complaints
These are designed to establish whether a complaint is justified,
and ensure that appropriate action is taken to remedy it.
All complaints, whether written or oral, must be reported to
the Insurance Director in writing. He will investigate the matter
impartially and respond to the client in writing. A client’s
complaint will be acknowledged in writing in seven days of receipt
and a substantive reply will be provided within a month. The reply
will, if appropriate, offer a settlement or resolution, which
is expected to be acceptable to the complainant. It should also
state that if the client has not objected to the proposed solution
within a month, the complaint will be treated as settled.
If the Insurance
Director considers that a complaint should be classified as “significant”
in regulatory terms, further action needs to be taken. Significant
complaints include those which allege:
•A breach of a client agreement
•Failure to comply with the FSA regulations
•Bad faith, malpractice or impropriety
•Repetition or recurrence of any matter about which there
has been a previous complaint.
Significant complaints also include any which cannot be settled
quickly or directly with the client. If a reply to a significant
complaint does not contain an offer of settlement or resolution
or the client indicates that he is still not satisfied, and the
client is an “eligible complainant”, the client must
be advised of his right to complain directly to the Financial
Ombudsman. The client must also be sent a copy of Keystone Legal
Benefits Ltd’s in-house complaints handling procedures.
If after two months the complaint has not been
settled to the satisfaction of the client, Keystone Legal Benefits
Ltd must notify the FSA of the complaint and notify the client
that this has been done.
The Compliance Officer (Christopher Marden) must maintain adequate
records to show that all complaints have been processed and resolved
in accordance with the above procedures. These records must be
kept for three years from the date of resolution of each complaint.