@dave99 well yeah, but in what form.
I still think a recorded information line would be best if that's permissible given the way things are set up here. It'll save many hoarse throats and many burst eardrums.
I am actually against complaint lines being set up on the dictat of the regulator, they're just not worth the time calling unless they've been set up by a company willing to take ownership of issues raised and work towards an active resolution.
Anyone who has called the complaints departments of some of the delivery firms here in the UK knows what an utterly pointless task it is to call a complaints department which is totally uninterested in doing so. Not all of them sure, but there's a world of difference between a complaints team who want to and are empowered to help and one which are merely window dressing.
The regulator forcing this means there will be many more companies with the window dressing versions, making genuine companies much more difficult to ascertain. Genuine as in companies who give a toss, not merely companies registered at Companies House.
This isn't about any specific company, just those who clearly couldn't care less about the customers they serve beyond obviously getting as much of their money as possible.
Of course the best companies don't actually need a complaints department as they resolve issues long before they ever reach the stage of a formal complaint, so I'm not sure about the necessity to force those companies to provide one either.
I dunno, I guess I think it should really be a matter for the companies themselves.