Guided negotiation Guided negotiation meant that Ms P received compensation for the emotional impact of this firm's mistake… Read Guided negotiation
Use of Scheme Rule 5.7A This case was dismissed under Section 5.7 (a) because it had no reasonable prospects of success... Read Use of Scheme Rule 5.7A
Delays outside of a firm's control This firm should have been more proactive in resolving an issue... Read Delays outside of a firm's control
Responding to consumers’ requests for documents Responding to consumers’ requests for documents Read Responding to consumers’ requests for documents
Deciding whether complaints are in time – requests for bills Deciding whether complaints are in time – requests for bills Read Deciding whether complaints are in time – requests for bills
Complaints about how fees have been calculated and communicated Complaints about how fees have been calculated and communicated Read Complaints about how fees have been calculated and communicated
