RBSI firms fined £2.17m over complaints tampering
Direct Line and Churchill have been hit with a £2.17m fine by the Financial Services Authority (FSA).
The RBSI owned firms were fined for failing to prevent the alteration of complaint files requested for review by the regulator.
The FSA said that during the collation of 50 complaint files it had requested for review, 27 were altered improperly before they were submitted because the firms failed to act with due skill, care and diligence.
However, the regulator said the alterations were minor in nature and none of the changes resulted in any customer detriment.
In May 2009, as part of its ongoing
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 info@insuranceage.co.uk or view our subscription options here: https://subscriptions.insuranceage.co.uk/subscribe
You are currently unable to print this content. Please contact info@insuranceage.co.uk to find out more.
You are currently unable to copy this content. Please contact info@insuranceage.co.uk to find out more.
Copyright Infopro Digital Limited. All rights reserved.
As outlined in our terms and conditions, https://www.infopro-digital.com/terms-and-conditions/subscriptions/ (point 2.4), printing is limited to a single copy.
If you would like to purchase additional rights please email info@insuranceage.co.uk
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. As outlined in our terms and conditions, https://www.infopro-digital.com/terms-and-conditions/subscriptions/ (clause 2.4), an Authorised User may only make one copy of the materials for their own personal use. You must also comply with the restrictions in clause 2.5.
If you would like to purchase additional rights please email info@insuranceage.co.uk
More on Regulation
FCA confirms insurance rules simplification
The Financial Conduct Authority has confirmed changes to simplify its rules for brokers and insurers including ongoing training and product reviews and revealed further plans for next year.
With Brewis and Mills gone, what can brokers expect from the FCA in 2026?
Compliance experts are hoping for a slowdown and simplification of rules from the Financial Conduct Authority throughout 2026 following Matt Brewis and Sheldon Mills exit from the regulator. Rosie Simms reports.
What does the 2025 Budget mean for insurance brokers?
On Wednesday afternoon, after weeks of speculation (and an unprecedented early leak by the Office for Budget Responsibility), the Chancellor finally revealed her second Budget. Tom Golding, PKF Littlejohn partner considers some of the main tax changes and what these may mean for insurance brokers.
FOS plans to hike levies to £86m
The Financial Ombudsman Service has opened a consultation on raising its compulsory levy from £70m to £86m in 2026/27 having kept it flat for two years.
FCA insurance skilled person investigations tick up again
The Financial Conduct Authority commissioned two skilled person reports in the insurance sector during the second quarter of 2025/26, following on from one in Q1 and a recent record total in 2024/25.
Sheldon Mills exiting FCA – report
Sheldon Mills, executive director for consumers and competition at the Financial Conduct Authority, is leaving the regulator.
FCA reveals green sweep for broker-related authorisations
The Financial Conduct Authority achieved across the board success in its broker-related authorisation categories between July and September, its first ‘green sweep’ in the data series.
FSCS reveals early forecast of no broker levy in 2026/27
The Financial Services Compensation Scheme has indicated brokers will not have to pay a levy in 2026/27 which would keep the rate at zero for the fourth year in a row.