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Complaint Acknowledgement & Final Decision Letter
This document, sent to the client, summarises the outcome of your investigation into the complaint of a complaint received.
If a consumer remains dis-satisfied and takes their complaint to the FOS, they usually use your final response as the starting point when they look at the case. Please ensure this is a sensitive reply that shows you are concerned for your client.
This document has been updated to incorporate Consumer Duty regulatory guidelines.
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