The blame game: Complaints handling in financial services

In the complex world of complaints management, no sector carries as much monetary and emotional attachment for consumers as financial services. For them, there are always ways to improve how their complaints are handled - the industry has responded accordingly. In December of 2014, the Financial Conduct Authority (FCA) published a consultation paper on Improving Complaints Handling [CP14/30] as a follow-up to its Thematic Review on Complaints Handling [TR14/18] from November of the same year. The thematic review was designed to show the findings of a working group consisting of 15 ...