The Financial Conduct Authority (FCA) has published a hypothetical case study on complaints handling to help firms when reviewing and amending their complaint handling policies and procedures.
The Financial Conduct Authority (FCA) has published a hypothetical case study on complaints handling to help firms when reviewing and amending their complaint handling policies and procedures.
Although the case study relates to a retail lending environment, it will be helpful for any firm wanting to understand what a good complaints process looks like.
BVRLA members’ complaints processes and procedures are checked as part of the regular inspection regime, and where shortcomings are identified, a follow-up report is issued containing detailed action points outlining where the member needs to make changes.
Members can download the BVRLA complaint handling factsheet from the association’s website.
