Be ready for the forthcoming changes to the way complaints are handled. The FCA has now published PS15/19 ‘Improving Complaints Handling’, their response to consultation paper CP14/30.
Although The Brownsword Group are not FCA regulated, many of our clients are, therefore it is of the utmost importance to us that we handle all complaints in a compliant manner. Our Complaints Handling Policy reflects these latest requirements of the FCA; including standards, practices, reporting and time frames, meaning that we can easily assist our clients to comply with their obligations.
We are exceptionally proud of our extremely low complaints ratio at The Brownsword Group and feel this goes some way to assuring our clients of our commitment to service and quality. Our key company objectives regarding complaints handling include; treating customers fairly; ensuring our clients meet their regulatory requirements; accurately recording complaints data for monitoring and making improvements; complying with relevant legislation; handling all complaints with integrity; providing the most suitable resolution and working within the required time frames.
With some changes being implemented from as soon as October 2015 it is imperative to act now to ensure the changes are introduced smoothly and effectively. View the full FCA report here;