Complaints – will we ever link dissatisfaction to treating customers fairly?


The six-monthly release of Financial Ombudsman Service [‘FOS’] complaints data to the end of June 2017 have just been issued.  Any business that prides itself on how it deals with customers who complain will be disappointed to see that the Financial Conduct Authority [‘FCA’] messages on treating customers fairly [‘TCF’] are not reaching those that matter. Maybe, the messages are reaching the compliance departments, but the power bases in those businesses are not significant enough…

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Partner - Baxters Business Consultants - a business consultancy undertaking marketing, training, freelance journalism and expert witness services to the residential mortgage lending, building society and financial service industry (April 1993 to date) -

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