ICAEW The Duty on Firms to Investigate Complaints, Guidance. Effective from 1 June 2023

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ICAEW The Duty on Firms to Investigate Complaints, Guidance. Effective from 1 June 2023

The bye-laws place a duty on firms to investigate complaints. The duty includes the requirement that, a firm must ensure that all new clients are made aware in writing of the principal to be contacted in the event of their wishing to complain about the firm's services and of their right to complain to the Institute; if a firm receives a complaint concerning the services it has provided or failed to provide to a client or former client, it must immediately cause the complaint to be investigated by a principal; and if, following such an investigation, the firm is of the opinion that the complaint is justified in whole or in part, it must do whatever is appropriate to resolve the complaint, whether by way of remedial work, apology, the provision of information, the return of books or documents, the reduction or repayment of fees, or otherwise.

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title: ICAEW The Duty on Firms to Investigate Complaints, Guidance. Effective from 1 June 2023

creator: ICAEW

description: The bye-laws place a duty on firms to investigate complaints. The duty includes the requirement that, a firm must ensure that all new clients are made aware in writing of the principal to be contacted in the event of their wishing to complain about the firm's services and of their right to complain to the Institute; if a firm receives a complaint concerning the services it has provided or failed to provide to a client or former client, it must immediately cause the complaint to be investigated by a principal; and if, following such an investigation, the firm is of the opinion that the complaint is justified in whole or in part, it must do whatever is appropriate to resolve the complaint, whether by way of remedial work, apology, the provision of information, the return of books or documents, the reduction or repayment of fees, or otherwise.

publisher: ICAEW

date: 2023-06-02

type: text

type: Regulations

format: PDF

language: en

relation: Regulations and Standards

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ICAEW The Duty on Firms to Investigate Complaints, Guidance. Effective from 1 June 2023

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