Complaints Handling

Firms are required to have appropriate and effective procedures for handling complaints, which must be implemented and maintained within to their business practices. This includes having appropriate management controls to identify and remedy any recurring or systemic problems.

The general requirement to have internal complaints handling procedures is set out in the Financial Conduct Authority (FCA) Handbook. The Complaints Procedure Manual below sets out these rules and procedures contained under the section titled Dispute Resolution: Complaints (DISP) within the FCA Handbook.

The Complaints Procedure Manual has been written to be effective and transparent taking into account the concept of Treating Customers Fairly (TCF). It is also designed to ensure that complaints are handled fairly, effectively, promptly, and resolved at the earliest possible opportunity, minimising the number of complaints referred to the Financial Ombudsman Service (FOS).

The following documents including the Complaints Procedure Manual are designed as a complete solution for your business from publicising your procedures to reporting to the FCA.