TR14/18 FCA Complaint handling

[Legal Beagles]

We publish the findings from our thematic review of complaint handling.

http://www.fca.org.uk/news/thematic-...laint-handling

[Amethyst]

Re: TR14/18 – Complaint handling

In this review we sought to identify any barriers within firms that could prevent effective complaint handling in the future. Our supervision of firms focuses on their culture and behaviour – which can be seen in how they treat consumers. This is why how firms handle consumer complaints matters, and always will.

By understanding firms’ complaint-handling policies and processes, we wanted to see whether consumers had been put at the heart of firms’ businesses. In relation to complaints, this means firms having effective and transparent complaint-handling arrangements which ensure that complaints are dealt with reasonably, promptly and fairly.