Risk perspectives - Dealing with a possible banana skin

No one likes to receive a business complaint as it suggests a mistake, despite the best of intentions. Even the smallest of complaints may have the potential to turn into a negligence claim, so brokers need to be confident that they have a reliable procedure in place, should the unexpected happen. The Financial Services Authority (FSA) also requires firms to have a complaints procedure, at least for eligible complainants.

So, what constitutes a complaint? The FSA defines a complaint in its

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