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ARTICLE · 28 AUGUST 2015

Complaints Handling | Implementing The Complete FCA Complaint Definition

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Implementing the regulatory changes in Policy Statement 15/19 will make complaint volumes more transparent; giving the regulator, the public and the media greater awareness of the actual number of complaints received by a firm.

United KingdomFinance and Banking
Nicholas Kemp
Nicholas Kemp
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Implementing the regulatory changes in Policy Statement 15/19 will make complaint volumes more transparent; giving the regulator, the public and the media greater awareness of the actual number of complaints received by a firm.

Despite the FCA's promise to contextualise the first published set of revised complaints data, there remains a possibility that some elements of the media may portray a firm, which by volume has moved towards the top of the table, in a less than positive manner. This risk is especially pertinent to firms which, under the current reporting metrics, are placed comfortably and fairly anonymously towards the bottom end of the table when sorted by number of complaints.

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