Updates: Complaints and Remedy Guidance

2023

11 December 2023 published amendments

Introduction: Other guidance to help and inform you

Links to the Admin Law Manual fixed

2021

19 November 2021 published amendments

16 November 2021 published amendments

Broad principles: Bouquets of Flowers

Director decision made to no longer make sending flowers an option from 15/11/21.

2020

18 November 2020 published amendments

Mistakes: What do we consider as mistakes?

-Reversion back to original CRG guidance as was accidentally changed to FAQ.

2018

14 December 2018 published amendments

Payments for worry and distress: How much to pay?

Change to CCAST referral limit - down from £1000 to £500.

Large ex gratia redress payments

Connecting to the process guidance held in the Complaints Zone.

12 April 2018 published amendments

Financial redress: Reasonableness of professional fees

Deleted references and links to tables of historic legal fees. With the passage of time, this was misleading.

2017

2 May 2017 published amendments

Reporting and procedures

Change to CCAST referral limit - from £1000 to £500.

Large ex gratia redress payments

Change to CCAST referral limit for consolatory payments - from £1000 to £500.