Complaints

Recent Articles

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    12/05/2020

    Firm handling of complaints during coronavirus and vulnerable customers

    The FCA expects firms to prioritise: Prompt payment to complainants who have been offered redress and accepted that offer; and Prompt and fair resolution of complaints from: <br/>consumers who are likely to be vulnerable to harm if their complaint is not resolved promptly and fairly, and<br/>micro-enterprises and small businesses who are likely to face serious financial difficulties if their complaint is not resolved promptly and fairly with timely holding responses to be sent as necessary. If a firm cannot address these priorities adequately and effectively through...
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    11/04/2018

    Securitisation Regulation: 60 minutes to understand the new rules and issues

    CMS cordially invite you to attend a webinar: 11 April 2018 | 10:00 UK/ 11:00 CET Securitisation Regulation: 60 minutes to understand the new rules and issues This webinar will last one hour (including a Q&A session) and will provide an update on new EU regulations regarding securitisation. Four expert speakers from the UK, France and Spain will cover the areas you need to be aware of. Agenda: Scope of the new regulations (STS and CRR treatment) New rules applicable to any EU securitisation STS CRR/other directive changes REGISTER NOW
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    11/08/2015

    FOS to consider complaints relating to Investment Performance

    Background As of 9 July 2015, the FOS can no longer dismiss a complaint brought on the basis of “investment performance” and therefore decline to consider the complaint’s merits (DISP 3.3.4A, FCA Handbook). Previously, a complaint brought before the Ombudsman solely on the grounds that ‘had a consumer been advised to invest in fund X instead of fund Y it would have performed better’, could, in theory, be dismissed in this way. This provision was seen by some as a barrier to a potential deluge of complaints from disgruntled consumers whose investments had not performed...
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    06/03/2014

    Complaints handling and dealing with the FOS

    The seminar is looking at: The regulatory focus on complaints Pressure on customer communications FCA expectation on complaints handling Handling – and challenging – the FOS
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  •  
    08/07/2013

    Another busy year for the Ombudsman

    Headlines The Report shows that the office of the Ombudsman has faced another busy year, completing 954 investigations (up from 888 in the previous year) and reducing the average time taken to deal with each case by an average of one month (the figure is now 9.6 months). What are disputes about? In terms of subject matter, the highest single cause for complaint remains the treatment of ill-health pension applications (11% of cases), closely followed by complaints about incorrect calculation of benefits. The Ombudsman notes that complaints in the latter category are on the increase, in particular...
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    17/05/2013

    FCA launches a thematic review of the insurance claims process

    The full text of Mr Wheatley’s speech can be found here. Background Mr Wheatley began by commenting on what he saw as strengths of the UK insurance market. He stated that the industry’s focus on policyholders, in particular its attention to customer service, had been instrumental in helping the London market achieve dominance over the years. However, as the market continued to grow, new challenges arose and to ensure future success, performance to high standards and profits, a new approach to regulation was required. Mr Wheatley expressed his desire for the FCA to be forward-looking...
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