1. The FSO has suspended tracker related complaints until the complainant has a definitive answer from their bank. They can then reactivate their complaint if:
(a) they received redress and elect to go straight to FSO as they don't want to go through the appeals panel.
(b) they received redress, go to appeals, and then decide to go to FSO.
(c) they receive a definitive negative impacted letter from the bank - this is then treated as a final response which can be used to reactivate the complaint.
2. The FSO can direct the bank to review the customer account for redress as part of their instructions or as part of mediation. No consumer will receive a directive from the Central Bank that their account is not deemed impacted. The letter will come from the lender. You can use the FSO to appeal this decision, which could possibly then lead to the bank being directed to review the account and apply redress and compensation etc.