Complaints Handling for FCA Authorised Firms - Core Principles & Best Practices in Depth - Webinar

Introduction

This webinar is designed to provide participants with a solid understanding of the core principles of effective complaints management for firms within the regulated financial services sector.

In the ever-evolving landscape of regulated complaints, the subject matter of complaints continues to move at pace, adapting to societal issues and emerging concerns among customers, such as environmental, social, and governance (‘ESG’) factors.

The role of both the Financial Ombudsman Service (‘FOS’) and the Financial Conduct Authority (‘FCA’), and how they impact complaint volumes and emerging issues, has been recognised by the revised November 2024 Memorandum of Understanding (‘MOU’) between the FCA and the FOS.

Currently, the financial services industry is awaiting the Supreme Court judgment in Johnson v FirstRand.

This decision directly impacts the payment of commissions in the motor finance sector.

However, given the implications of this judgment extend beyond the motor finance market, it is of interest generally to any intermediary who plays a central role in the distribution of financial services.

Finally, the outcome of the FOS's ‘Call for Input on modernising the redress system’ may have a significant impact on the approach that regulated firms will need to take in managing complaints, particularly in the context of mass claims, should the consultation lead to material changes in practice.

What You Will Learn

The webinar will cover the following:

• The fundamentals of a sound complaint investigation and preparing a good Final Response Letter
• Best practices for common complaint scenarios:
• Handling vexatious or difficult complainants
• Navigating the appointment of liquidators
• FOS’s financial redress limits exceeded
• Managing duplicate complaints
• Reflecting on the current challenges firms are navigating in the regulated complaints sector