Quantcast
Menu

News

Regulator to review complaints handling

paulajohn
Written By:
paulajohn
Posted:
Updated:
03/09/2013

The Financial Conduct Authority (FCA) is to review the way complaints are dealt with at major firms.

In a speech to the Building Societies Association (BSA) today, Linda Woodall, the FCA’s director of mortgages and consumer lending, said: “something isn’t working in the way firms manage and investigate customers’ complaints”.

The announcement comes as the Financial Ombudsman Service revealed it had handled a record number of complaints – more than 327,000 – in the first half of the year.

Woodall said the regulator will use its new approach to place greater onus on senior persons to understand how their firm’s complaints handling process works.


Share: