CP14/30: Improving complaints handling

We are consulting on proposed changes to rules to improve complaints handling.

Why are we publishing this paper?

The Consultation Papers follows on from our Thematic Review on Complaints handling [TR14/18], and further develops a number of policy proposals.

Consumers are entitled to complain and to seek compensation from firms when things go wrong.

We want to ensure that the process of complaining is straightforward, transparent and fair to consumers, while allowing firms to handle complaints as efficiently as possible and for consumers to have effective access to the ombudsman service if they remain dissatisfied.

This paper proposes a limit to the cost of calls that consumers make to firms when complaining, as well as for other post-contractual calls.

This paper sets out proposals to improve the reporting and publication of complaints.

CP14/30 Improving  complaints handling [PDF]

Who should read this paper?

It is of interest to:

  • firms across all financial services sectors
  • consumers who wish to complain to a financial services firm

Next steps

We want to know what you think of our proposals and would welcome comments using our online response form by 13 March 2015

Find out more


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