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FAIS Ombud Dealing with complaints submitted to the Ombud for FSPs
A client emails her FSP a detailed complaint about poor advice. The representative concerned replies the same day, saying he did nothing wrong, and deletes the email. Which statement is correct?
RE5 practice question with a worked answer. This is one of hundreds of FSCA RE5 questions in the RegulatoryExams question bank.
- a) The representative dealt with it properly, by replying on the same day.
- b) The complaint need be recorded only if it is lodged on the FSP's form.
- c) Nothing further was needed, because the representative rejected it.
- d) It had to go through the FSP's complaints procedure.Correct
Why this is the answer
Complaints must be recorded and dealt with through the FSP's documented complaints procedure, fairly and impartially, with records kept. The person complained about cannot simply reject the complaint and delete it, and a complaint is not invalid because it was not on a particular form.
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