final response

a written response from the firm which:

1. (a) accepts the complaint, and, where appropriate, offers redress; or
1. (b) offers redress without accepting the complaint; or
1. (c) rejects the complaint and gives reasons for doing so;

and which informs the complainant that, if he remains dissatisfied with the firm's response, he may now refer his complaint to the Financial Ombudsman Service and must do so within six months.21