If, within eight weeks of receiving a complaint, the respondent sends the complainant a written response which:
offers redress or remedial action (whether or not it accepts the complaint) or rejects the complaint and gives reasons for doing so;
informs the complainant how to pursue his complaint with the respondent if he remains dissatisfied;
refers to the ultimate availability of the Financial Ombudsman Service if he remains dissatisfied with the respondent's response; and
indicates it will regard the complaint as closed if it does not receive a reply within eight weeks;17
the respondent is not obliged to continue to comply with DISP 1.6.2 R unless the complainant indicates that he remains dissatisfied, in which case, the obligation to comply with DISP 1.6.2 R resumes.