Seeing the cultural light
Q: Why does the Financial Services Authority value complaints highly but not take customer compliments and testimonials into account?
It is true to say that the Retail Mediation Activities Return asks only for details of complaints rather than positive service endorsements but, bearing in mind the FSA statutory obligation to protect consumers, its main focus has been previously on how firms deal with customers when things go wrong.
However, I am pleased to say that the tide is turning. As part of the new FSA requirements on management information that support firms' Treating Customers Fairly performances, recording positive
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