The FCA's Policy Statement 'Improving Complaints Handling, feedback on the CP14/30 and final rules' has generated changes to the industry and the processes used to deal with complaints. The proposals were generally welcomed as positive steps however the impact
and ability to manage these changes has prompted concerns from the market regarding the ease (or lack thereof) with which they can implement the reforms. This Industry Insight looks at the impact of the key changes and the potential effects for consumers and complaint handling firms’ operations.
Download and read this Industry Insight in full here.
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