By the book: How to handle client complaints

In December 2014, the Financial Conduct Authority (FCA) published CP 14/30 ‘Improving complaints handling' in which it proposed key changes to improve firms' response to consumer gripes. This was followed by Policy Statement 15/19 which provided a response to feedback received and outlined the new rules surrounding complaints. Although some of the changes have been rolled out over the past two years, other requirements for firms are effective from the 30 June this year. These are as follows: • An extension of the ‘next day business rule', where firms are permitted to handle complai...