FCA data and complaint handling review; a new approach required

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Although over 3,000 firms are required to submit complaints data to the FCA the number of complaints financial service firms receive is still staggering and increasing. The total number of complaints reported by firms in each six month period is in excess of 3.5 million and the last reported quarter showed a 13% increase on the previous six month period (not all of that increase can be blamed on a PPI rush before the deadline).…

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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) - www.baxtersbc.co.uk.

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