A pair of guidance documents exploring good and bad practice have been published by the Financial Conduct Authority (FCA), looking at approaches to Complaints and Root Cause Analysis, as well as Consumer Duty Board Reports. Both guidance documents are designed to support firms to learn and improve.
Members are advised to review this new guidance and consider their own internal practices against the suggested good and bad practice examples.
Consumer Duty Board Reports: good practice and areas for improvement | FCA
Complaints and root cause analysis: good practice and areas for improvement | FCA
Also see the BVRLA’s Consumer Duty resources.
