Complaint resolved: how to deal with customer gripes

The latest complaints data from the Financial Services Authority (FSA) has further highlighted the need for banks, building societies and financial advisers to review the way in which they are dealing with customer feedback and complaints. According to the regulator, the number of complaints against financial advisers – defined as those businesses operating in the ‘personal investment’ space – increased by 27% in the first six months of this year, jumping from 27,525 to 34,886. As a result, these personal investment firms paid out a total of almost £31m in redress between January and ...