Blogs

Complaints: Is your data telling you something?

consumerduty, culture, complaints

Complaints: The Hidden Signals Your Data Might Be Showing Time to read: 2-3 minutes The FCA’s thematic review on complaints handling took place almost 10 years ago, but its findings continue to be relevant and are echoed in the FCA’s Consumer Duty work. The regulator...

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What type of complaint currently has the highest FOS upheld rate?

systems and controls, FCA, breach management, complaints, issues, insurance, FOS, scam

The FCA’s Sarah Pritchard (Executive Director, Markets), recently delivered a speech announcing the FCA’s intention to undertake a review of the investment advice rules. Whilst the industry might welcome this review, how does this relate to the FOS? The FOS published...

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What is the new Consumer Duty?

governance, consumerduty, FCA, disclosures, complaints, audit trail

The FCA states that the Consumer Duty aims to “ensure a higher and more consistent standard of consumer protection for users of financial services and help to stop harm before it happens” The new Consumer Duty requirements are due to be finalised in July. It comes at a...

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How effective governance aids complaints handling

governance, corporate governance, complaints, audit trail

Discover the impact of effective governance on complaints handling All regulated firms must have a process for handling complaints. Its purpose is to ensure that customer complaints are dealt with effectively, expediently and appropriately. Firms were reminded of this...

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