James is responsible for leading our Ombudsman and Investigation teams.
Here, he explains what financial firms and claims management companies (CMCs) should do when a complaint is referred to our service – and highlights the support we provide to assist with good complaint handling.
The way financial businesses and CMCs respond to complaints, and work with us, makes a huge difference to how we can deliver our service.
Recently, we wrote to financial firms (PDF 187KB) and professional representatives (PDF 187KB) to explain the part they play in helping us deliver our service and in resolving complaints for customers. It’s in everyone’s interests to resolve complaints quickly and efficiently.
Financial businesses and CMCs can help by thinking carefully about the way they engage with us and respond to complaints and requests for information. They should make sure they are aware of what we expect and good complaint-handling practice and, of course, the standards required by the Financial Conduct Authority.
See our other blog posts
What does the Consumer Duty mean for resolving financial complaints?
Tackling complaints about discrimination