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Enhanced FCA Complaints Handling in the Era of the Consumer Duty: A Comprehensive Guide

Enhanced FCA Complaints Handling in the Era of the Consumer Duty: A Comprehensive Guide

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In the evolving landscape of financial services, the introduction of the Consumer Duty has significantly altered the terrain of complaints handling. As regulatory expectations escalate, firms are compelled to refine their approaches to ensure alignment with these new standards. This article delves into the nuanced implications of the Consumer Duty on complaints handling processes, offering a detailed roadmap for firms to navigate this complex terrain.

The Current State of Complaints Handling
Historically, firms have adhered to a set of expectations in managing complaints:

  • Client-Centric Approach: Establishing clear timelines and protocols for responding to complaints.

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  • Root Cause Analysis : Key to complying with the Duty, identifying the underlying issues leading to complaints.
  • Trend Analysis: Particularly in larger firms, utilising Management Information (MI) systems to detect complaint patterns.
  • Vulnerable Client Focus: Ensuring that complaints handling and decision-making processes cater to the needs of vulnerable clients.
  • Learning from History: Considering previous complaint outcomes and FOS decisions in current cases.
  • Clear Communication: Ensuring that the essence of communications is comprehensible to the recipient.
  • Systemic Issue Identification: Recognising and rectifying recurring problems, including proactive outreach to affected clients.

Elevated Expectations Under the Duty
The Consumer Duty, while building on existing frameworks, introduces amplified requirements:

1. MI Review for Insightful Trends: Firms must analyze MI to spot trends that may indicate disparities in customer outcomes, especially under the Duty’s heightened standards.

2. Feedback Loop Analysis:
– Assessing product design and governance through customer feedback.
– Identifying sections of the customer journey that lead to a significant number of complaints.

3. Root Cause Analysis Enhancement: Adapting this process to incorporate the elevated expectations of the Duty.

4. Training and Upskilling: Ensuring teams, particularly those in direct contact with complainants, are well-versed in the Duty’s requirements.

5. Internal Governance Updates: Aligning internal policies and procedures with the Duty, including empowering complaint handlers to recognize and address potential issues in decision-making.

6. Negative Outcome Analysis:
– Determining if a complaint should be upheld despite following relevant procedures.
– Assessing whether negative outcomes signify flaws in processes.

7. Decision-Making Consistency: Balancing the need for consistent decision-making with the Duty’s focus on outcomes rather than processes.

8. Barrier Removal: Ensuring no unreasonable obstacles exist in the complaint process.

Viewing Complaints Handling as a Service
Firms must conceptualize their complaints handling process as a distinct service that aligns with the Duty. This includes:

– KPI Monitoring: Ensuring KPIs are relevant and effective.
– Communication Enhancement: Guaranteeing timely and clear responses to customers.
– Prioritisation of Ongoing Issues: Addressing complaints related to immediate consumer harm as a priority.

Identifying and Addressing Harm
A critical aspect of complying with the Duty involves recognising and rectifying any harm to consumers:

– Proactive Harm Identification: Monitoring complaints and other sources to identify and address foreseeable harm.
– Redress Considerations: Evaluating the need for redress as part of the complaint resolution process.

The Consumer Duty ushers in a new era of complaints handling, where treating resolution of customer dissatisfaction as a service becomes paramount. Firms are encouraged to embrace these changes proactively, ensuring their processes are not only compliant but also genuinely focused on delivering positive outcomes for consumers.

Also see our page fca regulated firm’s internal complaint handling procedures at

For further information or guidance on navigating complaints handling under the Consumer Duty, we invite you to reach out to our expert team.

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