Complaints Handling in the post-Consumer Duty world
In our experience, complaints are often seen as challenges. They can feel like a burden; something to do to comply with FCA requirements....
top of page
![Logo[1].jpg](https://static.wixstatic.com/media/94cd04_f19ec68826ff46fe9ef76eb000435b8e~mv2.jpg/v1/fill/w_238,h_121,al_c,q_80,usm_0.66_1.00_0.01,enc_auto/Logo%5B1%5D.jpg)
Follow Us
Compliance Insights Articles
Search
Robert Bell
Oct 17
Helping Customers In Financial Difficulties
Remember, remember the 4th of November? With the updates to CONC just around the corner, we’re helping firms to make impactful changes...
Robert Bell
Oct 10
FCA Update on Price and Value Outcome: Good and Poor Practice
In late September the FCA issued an update on firms’ implementation of the Consumer Duty. Bringing together insights gained by the...
Robert Bell
Oct 3
Regulatory Round Up: October 2024
The FCA has published its Annual Report and Accounts for the year ending 31 March 2024 . Overall, enforcement action appears to be...
Robert Bell
Sep 26
Motor dealers – what to look out for
Aside from the consumer duty (for which I’ve now published a book: ‘A Practical Guide to the Financial Conduct Authority (FCA) Consumer...
Robert Bell
Sep 19
Updates to CONC
The Consumer Credit Sourcebook (CONC) is being updated to further strengthen protections for consumers facing financial difficulty. The...
Robert Bell
Sep 12
Consumer Duty – What Next?
By now, we’re all familiar with what the Consumer Duty aims to do. The bar has been raised, but what comes next? One question now is how...
Robert Bell
Sep 5
FCA Put Fair Value into Action
The Consumer Duty was advertised as a step-change in regulatory expectations, one where firms will have to examine the very foundations...
Robert Bell
Aug 28
Regulatory Round Up: August 2024
Following earlier work on the consumer duty in the insurance industry, the FCA published a report on 21 August on issues around...
Robert Bell
Aug 22
CONC Updates – What this means for supporting customers in financial difficulties
There is some cause for optimism in the industry as Bank of England interest rates are slowly lowered, with most being cautiously...
Robert Bell
Aug 15
Supporting Vulnerable Customers – A strategic win for businesses too
Supporting vulnerable customers is going to be particularly important for financial services firms over the next 12 months. Undoubtedly,...
Robert Bell
Aug 8
Consumer Duty, The Future
There we have it, almost exactly two years since the Financial Conduct Authority (FCA) released their final guidance, the Consumer Duty...
Robert Bell
Aug 1
Regulatory Round Up: July 2024
The Financial Conduct Authority has proposed extending the current complaint handling pause until 4 December 2025. The pause will allow...
Robert Bell
Jul 25
Practical Tips for Qualitative Outcomes Monitoring
Outcomes monitoring is not entirely new in financial services regulation, but it has gained real traction with the regulators in recent...
Robert Bell
Jul 18
FCA Review: Insurance firms' compliance with Consumer Duty explained
Another month, another review of consumer duty compliance. The 26th June publication set out the Financial Conduct Authority’s findings,...
Robert Bell
Jul 9
Consumer Duty: How to measure cultural change
The Consumer Duty is intended to ensure firms step back and examine key aspects of their operation. From the more practical such as...
Robert Bell
Jun 27
Dear CEO: Implementing Consumer Duty for Closed Services by July 2024
As the additional year given to complete closed product reviews draws to a close, the FCA have engaged with firms by way of a Dear CEO...
Robert Bell
Jun 20
Regulatory update – June 2024
The FCA have fined HSBC UK £6,280,100 for “failing to show forbearance and due consideration to customers when they fell into arrears or...
Robert Bell
Jun 13
Financial Crime Guide Updates
The FCA’s consultation on amendments to its Financial Crime Guide - particularly to sanctions, transaction monitoring and proliferation...
Robert Bell
May 30
Consumer Duty Board Report: Don’t leave it too late
As we set out in our previous article on the subject “Writing your Consumer Duty Board Reports” the deadline for your first report is...
Compliance Insights Newsletter
The Email Newsletter for Compliance Professionals. Sign up to get regular compliance advice, news and updates delivered straight into your inbox. Designed to help you keep your finger on the pulse on the latest developments in compliance and it’s FREE.
bottom of page