Which? has made a super-complaint to the FCA about claims standards and acceptance rates in the home and travel sector. It feels that although the FCA has acknowledged the issues in the past, it has not done enough to tackle them.
Which? says its research over the past year has found systemic failings not only in how claims are handled but also in how policies are sold and explained. It is calling for:
- urgent FCA intervention to tackle the failure of home and travel firms to comply with their obligations;
- a market study to establish what is causing these poor outcomes; and
- a government and FCA review of consumer protections, to ensure the right ones are in place and working properly in practice.
The FCA now has 90 days to review and respond to the complaint.