FCA says firms have now had enough time to embed the new ways of working the pandemic has demanded, and that any more failures to comply with FCA’s complaint handling requirements should only arise in exceptional circumstances related to coronavirus. It has reviewed its previous guidance to firms, and it remains in place with minor changes until April 2021, when FCA will review it again. As a reminder, its guidance covers:
- capacity and priorities;
- vulnerable consumers;
- quality;
- firms in difficulties;
- CMCs and FOS referrals;
- FOS approach;
- other considerations for CMCs; and
- PPI complaints.