The information provided will depend on the reason why no redress is due to you.
If your agreement is not covered by the Scheme, the letter will:
- Confirm the final of outcome your complaint.
- Confirm you are not due any redress under the scheme.
- Explain the reasons for the decision.
- Clearly explain your right to refer your complaint to the Financial Ombudsman Service (FOS) if you disagree with the decision.
If your agreement is determined to have had a 0% APR, the letter will:
- Confirm the final outcome of your complaint.
- Confirm you are not due any redress under the scheme.
- Explain the reasons for the decision.
- Explain how you can contact us if you disagree with the determination or have any questions.
If you do not respond to our first communication within 31 days, we will send you a further letter confirming our decision and clearly explain your right to refer your complaint to the Financial Ombudsman Service (FOS) if you disagree with the decision.