The Financial Services Authority (FSA) needs to improve its communication with consumers and firms via its call centres, according to its "Performance Account" report published yesterday.
The report compares the FSA’sperformance over the last six months with its service standards and suggests 76% of the standards were met, 19% were nearly met and 5% were not met. The standards which the FSA failed to meet all relate to its consumer and firm contact centres: providing a substantive response to correspondence received by the consumer call centre; meeting requests received through the automated consumer leaflet request telephone lines; and not abandoning calls made to the firm contact centre. Fay Goddard, deputy director general at the Association of Independent Financial A...
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