Complaints

Quarterly Consultation

The FCA’s Quarterly Consultation CP15/28 proposes miscellaneous amendments to the Handbook ranging from the list of appropriate qualifications under TC to restricting the scope of section C of the RMAR to money held in respect of insurance mediation activity. There are a couple of areas worth highlighting as they are [...]

FCA Regulation Roundup August – Highlights

Complaints Handling The FCA has published final rules on complaints handling. In summary the changes are: An extension of the ‘next business day rule’, where firms can handle complaints less formally without sending a final response letter, to the close of three business days A requirement to report all complaints [...]

The previous Regulatory Roundup (issue 65) drew attention to changes to the ‘complaints rules’ in DISP which had the effect of classifying certain professional clients as eligible complainants and hence affording them the same complaints handling requirements – including the right to refer to the FOS – as was previously enjoyed [...]

Complaints and Professional Contacts

Changes are being made to the Handbook which will mean that certain professional clients will be able to have their complaints dealt with under the Financial Ombudsman Service regime and as such firms will have to apply the ‘complaints rules’ in DISP to these professional clients. One of the requirements [...]

Complaints Handling Proposals

In the FCA’s recent review of complaints processes (CP14/30) it found firms did not always consider the impact on retail consumers. Currently, complaints which are dealt with by the end of the next business day do not require a letter to be sent to the customer. For these quickly resolved [...]

FSA and Inadequate Procedures

The previous article concerning submissions to the FSA is based upon published complaints against the FSA. One other published complaint concerned an individual’s dispute with the FSA over what was said when speaking to the Consumer Contact Centre (CCC). Although the complaint was not upheld the Complaints Commissioner expressed concerns [...]

Complaints

DISP is of particular relevance to firms with eligible complainants (not to be confused with eligible claimants; see Regulatory Roundup 25 for further details) in the handling of complaints e.g. time limit rules (DISP 1.6); submitting details of complaints to the FSA twice a year (DISP 1.10) etc. The FSA [...]

Tag: Complaints

Quarterly Consultation

FCA Regulation Roundup August – Highlights

Complaints

Complaints and Professional Contacts

Complaints Handling Proposals

FSA and Inadequate Procedures

Complaints

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