87 Investigation of complaints
Financial Services Act 2012 (2012 c 21) | Legislation

87  Investigation of complaints

(1)     A regulator is not obliged to investigate in accordance with the complaints scheme a complaint which it reasonably considers would be more appropriately dealt with in another way (for example by referring the matter to the Upper Tribunal or by the institution of other legal proceedings).

(2)     The complaints scheme must provide—

(a)     for reference to the investigator of any complaint which a regulator is investigating,

(b)     for the investigator—

(i)     to have the means to conduct a full investigation of the complaint,

(ii)     to report to the regulator to which the complaint relates and the complainant on the result of the investigator's investigation, and

(iii)     to be able to publish the investigator's report (or part of it) if the investigator considers that it (or the part) ought to be brought to the attention of the public, and

(c)     for the meeting by the regulators of the expenses of the scheme.

(3)     If a regulator has decided not to investigate a complaint, it must notify the investigator.

(4)

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