Handling complaints during the COVID-19 emergency
17 May 2020
The FCA is aware that, as a result of the current health emergency, many firms are facing challenges in maintaining normal business processes, including dealing with consumer complaints. ATEB Consulting’s Steve Bailey looks at the regulator’s recent statement in this respect.
The FCA has issued a statement that clarifies the position on complaint handling in the current circumstances. The full statement can be read here. The key points are summarised below.
Firms should take all reasonable steps to ensure as much complaint handling as possible continues through staff working from home, where this can be done fairly and effectively.
Firms should prioritise:
If a firm cannot deliver these three priorities effectively, or sufficiently, through home working, then the FCA considers that it could be appropriate for the firm to maintain the minimal physical onsite presence needed to do so, provided that the site is configured for social distancing in line with Government guidelines.
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