> Have you got a Final Viewpoint Letter?
Once you have completed the agent's procedures, they should provide you with a Final Viewpoint Letter. This letter should set out clearly what issues have been considered and their final decision.
It should also refer you to the TPO if you remain dissatisfied with their decision.
If the agent has sent you a final viewpoint letter, then you have completed its procedures.
If you think you have completed the In House Complaints procedures of the agent and they have not sent you a final viewpoint letter, we suggest you write to the agent and ask them to send you one, or tell you how to complete thier procedures.
Keep copies of all correspondence with the agent.