FCA to review 'major' firms' complaints handling

In a speech to the Building Societies Association (BSA) today, Linda Woodall, the FCA's director of mortgages and consumer lending, said: "something isn't working in the way firms manage and investigate customers' complaints". The thematic review will identify why complaint handling is not working well for some consumers and address any poor practice within firms. Woodall said the regulator will use its new approach to place greater onus on senior persons to understand how their firm's complaints handling process works. The review will be conducted in two phases: the first will con...