RBSI firms fined £2.17m over complaints tampering

Direct Line

The RBSI owned firms were fined for failing to prevent the alteration of complaint files requested for review by the regulator.

The FSA said that during the collation of 50 complaint files it had requested for review, 27 were altered improperly before they were submitted because the firms failed to act with due skill, care and diligence.

However, the regulator said the alterations were minor in nature and none of the changes resulted in any customer detriment.

In May 2009, as part of its ongoing

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