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Discover the latest trends and insights in complaints management, tailored to enhance your understanding and application of industry best practices.
Articles
Insights from FCA and FOS Complaint Data: Themes, Learnings, and the Consumer Duty Imperative
The Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS) have published complaint data for the second half of 2023 (H2 2023) and the first half of 2024 (H1 2024). These insights reveal trends in consumer experiences across the financial services...
The Importance of Robust Complaint Identification and Management
An effective complaints process is vital for financial services organisations. Effectively managing the complaints process enables organisations to address customer dissatisfaction, resolve issues, and maintain trust. A well-structured complaints process ensures...