The BVRLA has responded to a consultation issued by the Financial Ombudsman Service (FOS).
The consultation proposes a separate reporting mechanism for complaints settled proactively by the business.
The association’s response highlights that chargeable fees should not remain for these complaints as the FOS would not be offering any complaint resolution service.
The response also states that allowing businesses time to identify these cases may pass waiting times to the customer.
Read the response in full on the BVRLA website.