The FCA requirement for clients/insurers is to confirm the outcome of less formal complaints to customers in writing via a Summary Resolution Communication (SRC).

The SRC can only be sent when the customer has confirmed they are happy with the proposed outcome.

Some Vizion clients wish to send the communication themselves, others have asked Vizion to provide. However, it is the client/insurers responsibility to ensure this happens. The SRC can be sent by email.

The FCA Definition of a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide a financial service, which alleges that the Complainant has or may suffer from financial loss, material distress or material inconvenience.