FSA issues PPI redress guidance

Martin Friel
06 Mar 2012

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The guidance outlines steps the Financial Services Authority (FSA) believes firms should take when writing to these customers.

It expects firms to be clear in their communications explaining why a customer may have been mis-sold, how the customer should respond and stressing the importance of responding promptly.

The letters are part of a root cause analysis firms that have received a large number of complaints have to undertake.

When an FSA authorised firm identifies recurring or systemic

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