Hi Everyone,
Just to give you a quick update on my case. I was informed yesterday that an investigation officer was assigned to my case.
For the next stage of the process, a document called a ‘Summary of Complaint’ will be drafted. The Summary of Complaint includes a brief background of the complaint, a description of the allegations made by me and any redress/compensation sought. The ombudsman raises certain questions with KBC in relation to the complaint; to clarify any missing information, explain certain conduct, and respond to all submissions made by the me.
The Ombudsman also requests documentary evidence. Once this is finalised by the FSO, They issue a copy to both me and the KBC. KBC is required to respond to the me within 20 working days. Once this is received by FSO, They will provide me with a copy of the Provider’s response.