Following the FCA’s recent publication which confirmed changes to the Alternative Dispute Resolution (Complaints) rules, it has now issued Policy Statement PS15/19 ‘Improving complaints handling, feedback on CP14/30 and final rules’ that can be found here which details further future rule changes.
The Policy Statement details the following new requirements:
- An extension to the ‘next business day rule’, where firms are permitted to handle complaints less formally, without sending a final response letter, to the close of three business days after the date of receipt;
- Firms must report all complaints, including those handled by the close of three business days;
- Raising consumer awareness of the ombudsman service, by sending a ‘summary resolution communication’ for complaints handled by the close of the third business day;
- Firms must not charge more than a ‘basic rate’ for all consumer post-contractual calls and all complaints calls; and
- An extended ‘complaints return’ which requires firms to send FCA data twice a year about the number of complaints they receive.
The majority of these changes do not come into force until 30 June 2016; however the limit on the use of premium rate numbers comes into effect on 26 October 2015.
New Content Integration with Plannr
Doug McFarlane Suitability 2024, content management, ML, T.Bailey, transfer, Update
We are thrilled to announce that Plannr CRM has been added to our list of integration partners. Presenting a seamless integration between Plannr and ATEB suitability. Improved efficiency in creating suitability reports! Within Plannr, you can access ATEB Suitability directly through your client record and pre-populate your client data within our suitability report writing […]