Insights and Publications

Complaint Management: How it Can Define Future Success

October 21, 2015

The Financial Ombudsman Service (FOS) and regulators like the Financial Conduct Authority (FCA) want to use the lessons learned from the payment protection insurance (PPI) scandal, which has had wide-reaching impact across the financial services industry. Complaints data in 2015 showed a 11.6% reduction in PPI complaints, though it still remained the highest category of the total complaints.

This paper will show some of the top complaint categories beyond PPI, and provides information to explain why it continues to be critical for financial services firms to demonstrate a strong commitment to effective complaints management to regulators. It also highlights possible enhancements to existing complaint handling processes to improve the overall customer experience.

Read more by downloading the white paper on Complaint Management.