FCA & Consumer Credit Regime DWF help you navigate through the changes.

DWF

Handling Complaints

“Complaints matter, and how they are dealt with can say much about a firm’s culture” (FCA TR14/18).  The FCA believes that complaints can assist firms in enhancing and retaining customer relations; are a vital part of the connection between firms and consumers and can give firms the opportunity to learn from their mistakes and improve their products and services.

Firms need to have effective and transparent complaints processes and procedures which ensure that complaints are dealt with “reasonably, promptly and fairly” (FCA, TR14/18).

Download our top tips on how to handle complaints offering guidance on what to consider to ensure your policies and procedures are fully compliant.

Read our recent blog posts on complaint handling

Online courses

Find out more about our Complaints Handling e-learning modules, part of the DWF Conforma product »

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FCA & Consumer Credit Regime DWF help you navigate through the changes.