The FCA has always had a keen eye on how firms handle complaints from clients, but we know from 2019/20 FCA business plan that this is an area that the regulator intends to focus even more on.
Within its ‘cross sector priorities’, The FCA lists three ‘measures’ it wants to bring in to measure change in the long term. These three key performance indicators (KPIs) are:
- Upheld complaints levels
- Consumer redress amounts
- Feedback from consumers
While this isn’t really ‘new news’, it is a timely reminder to regulated firms that The FCA will be shining an even brighter light on how firms are approaching customer complaints. In this 60-minute webinar our panel of experts discuss…
- How the FCA’s business plan impact on firms handling of complaints today
- The problems of using DISP as a benchmark for handling complaints
- What a good complaints-handling process looks like
- The common mistakes firms can (unwittingly) make.
If you require more information please email [email protected].