This presentation is not too easy to read on a PC as some of it is printed sideways…but it is useable.
Surprisingly, it appears that FOS will now accept complaints made via web chat. The document shows some suggested answers to common questions.
UPDATE: The information published was part of a web chat training session. It seems this was not considered formal training and no record was kept of who took the course but apparently team managers, adjudicators and consumer consultants attended training. Most web chat training is on the job coaching and support. Web chat was made available for PPI cases…its not known if it is widely available.