CeMAP FRE2 Complaints, the FOS, the FSCS & Conduct Risk question: final response or a written explanation of the delay

CeMAP FRE2Complaints, the FOS, the FSCS & Conduct Risk

Westerly Bank receives Daniel's written complaint on Tuesday 1 September 2026. Its investigation is still running. By what date must it send either a final response or a written explanation of the delay, and what can Daniel do after that?

A By 1 December 2026, three months after receipt; only then can Daniel refer to the FOS
B By 27 October 2026; Daniel must still wait for the final response before going to the FOS
C By 15 September 2026, two weeks after receipt; after that Daniel can only go to court
D By 27 October 2026; after that Daniel can refer the complaint to the FOS without waiting

Show the answer and explanation

Answer: D. By 27 October 2026; after that Daniel can refer the complaint to the FOS without waiting

DISP 1.6.2R requires the firm, by the end of eight weeks after receiving the complaint, to send a final response or a written response explaining why it cannot yet give one, when it expects to, and that the complainant may now refer the complaint to the FOS. Eight weeks (56 days) from 1 September is 27 October 2026. Under DISP 2.8.1R the FOS can then consider the complaint even though no final response has been sent.

Common mistake

Thinking the customer must always wait for a final response before going to the FOS.

Practise more FRE2 Complaints, the FOS, the FSCS & Conduct Risk questions

Exam-style questions with worked answers, then full timed mocks. Free to start.

Start practising →

Study note: Complaints, the FOS, the FSCS & Conduct Risk CeMAP FRE2practice questions & mock exams

Related CeMAP FRE2 questions

Rani holds £70,000 with Elmbrook Savings and £80,000 with Elmbrook Direct, two brands of the same bank operating under a single banking licence. The bank fails in 2026. What is her total FSCS protection?Hartwell Animal Trust, a charity with annual income of £7.2m, is unhappy with how its bank handled a business loan. The bank rejects its complaint. Can the charity take the complaint to the Financial Ombudsman Service?Fiona, 52, wants to release £40,000 from her home to help her daughter with a deposit. She has a modest income and 13 years to retirement. Which approach to identifying solutions is most appropriate?

Build a daily practice habit — a few exam-style questions a day, with worked answers. Free to start.

Start practising →

Original practice material mapped to the published CeMAP FRE2 learning outcomes. Independent, not endorsed by Walbrook (formerly LIBF). Verify figures and rules against current guidance before relying on them.