Directions of the Regulator about complaints handling and related matters
29.—(1) This regulation has effect in relation to a case where the Regulator is satisfied that—
(a)a complaint against an authorised person is well-founded; or
(b)the authorised person should alter its claims management procedures.
(2) The Regulator may give the authorised person a direction about the further handling of the complaint.
(3) The Regulator may also give the authorised person a direction about the future handling of complaints, or about any other aspect of the authorised person’s business that relates to the provision of claims management services.
(4) Before giving a direction under paragraph (2) or (3), the Regulator—
(a)must notify the authorised person of any direction that the Regulator proposes to give, and the reasons for giving it;
(b)must give the authorised person a reasonable opportunity to make submissions in relation to the proposed direction; and
(c)must take any such submission into account in deciding whether to give the direction.