FCA Compliance - Handling Consumer Complaints

Introduction

Complaints handling remains high on the agenda of the Financial Conduct Authority (‘FCA’).

The FCA have been turning the screw, pro-actively keeping firms accountable for the quality and fairness of their complaints handling.

Clearly an area of significant change, it has also been affected by the Consumer Duty, specifically the focus on providing redress and using complaints MI to monitor customer outcomes.

This short webinar will make sense of the new landscape, helping you to understand how to plot your route to compliance.

It is suitable for financial services professionals with responsibility for complaints handling in relation to regulated products.

What You Will Learn

This short webinar will cover the following:

• Defining and identifying complaints
• Controls to ensure complaints are properly identified
• The dispute resolution rules
• The impact of the Consumer Duty
• Processes to improve complaints handling efficiency
• Dealing with FOS complaints

This pre-recorded webinar will be available to view from Tuesday 20th May 2025

Alternatively, you can gain access to this webinar and 1,700+ others via the MBL Webinar Subscription. Please email webinarsubscription@mblseminars.com for more details.