FSA confirms new consumer complaint handling rules and ups FOS award limit to £150,000


The regulator said the new rules included the abolition of the ‘two-stage' complaints handling rule in order to make sure firms resolve complaints fairly and do not dismiss them the first time, requiring persistence from the customer to pursue the complaint.

Firms will now be required to identify a senior individual responsible for complaints handling and the FSA stated the new rules also included additional guidance to help firms understand the processes they might need in place to meet its

Only users who have a paid subscription or are part of a corporate subscription are able to print or copy content.

To access these options, along with all other subscription benefits, please contact [email protected].

You are currently unable to copy this content. Please contact [email protected] to find out more.

To continue reading...

You need to sign in to use this feature. If you don’t have an Insurance Age account, please register now.

Sign in
You are currently on corporate access.

To use this feature you will need an individual account. If you have one already please sign in.

Sign in.

Alternatively you can request an indvidual account here: