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FCA review prompts complaints changes
The Financial Conduct Authority (FCA) has obtained an agreement from the financial services industry to improve the way that customer complaints are dealt with. The agreement came after a review which aimed to uncover the barriers to effective complaint handling. 15 retail financial firms had their processes assessed, with the results discussed at an FCA-chaired working group. The group, comprising the 15 firms and five trade bodies, agreed to make changes to their existing processes, in addition to those already undertaken. In addition they agreed on recommendations such as basic-rate complaints calls to a dedicated line, removing the FCA’s own non-reportable complaints rule, and revising the FCA’s policy on publication of firm’s complaints.....Read more hereYou must be logged in to post a comment.
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