The guide covers:
* best practice in dealing with complaints in-house;
* when and how complaints come to the ombudsman;
* ombudsman procedures for dealing with complaints.
Clicking on the link below will take you to "A guide for complaints handlers".
A guide for complaints handlers
Printed versions of the new guide will be available shortly.
It's now also the last chance to book places for the last of this year's "working together" ombudsman conferences - both in Manchester (on 4 Dec - for insurance complaints; and on 10 Dec - for investment-related complaints). For more details about these events for firms, go to
http://www.financial-ombudsman.org.uk/news/ working-together/wt-index-2003.htm
