Updates: Complaints and Remedy Guidance
2023
Introduction: Other guidance to help and inform you
Links to the Admin Law Manual fixed
2021
Broad principles: Bouquets of Flowers
Director decision made to no longer make sending flowers an option from 15/11/21.
Archiving page
Broad principles: Bouquets of Flowers
Director decision made to no longer make sending flowers an option from 15/11/21.
2020
Mistakes: What do we consider as mistakes?
-Examples and links added to FAQ.
-Reversion back to original CRG guidance as was accidentally changed to FAQ.
2018
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.
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
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.