Elaine cannot refer a complaint about an insurance intermediary to the Financial Services & Pensions Ombudsman until she gets what from the intermediary?

• A. A An acknowledgement of her complaint.
• B. B A first response letter.
• C. C A written apology.
• D. D A final response letter.

Answer: (D)

The important point is that complaints must go through the firm's internal process before contacting the ombudsman. The intermediary needs to complete its handling of the complaint and issue a final response. This final response letter officially closes the firm’s investigation, states the outcome or remedy, and explains the reasons for the decision. Only once Elaine has this final response can she refer the matter to the Financial Services & Pensions Ombudsman. An acknowledgement, an initial/first response, or a simple apology doesn’t complete the firm’s process and isn’t enough to escalate.