2017 Training: Complaint Handling, Reporting & Publication (FCA/FOS)

Events | 23/01/17

Wednesday 9 March – Manchester
Wednesday 28 June – London
Thursday 5 October – Birmingham


The Financial Services Act 2012 facilitated the transfer of consumer credit regulation from the Office of Fair Trading (OFT) to the Financial Conduct Authority (FCA).

On 1 April 2014, the date of the transfer of responsibility, the complaints handling rules of the Consumer Credit Jurisdiction (CCJ) under the Financial Ombudsman Service (FOS) was abolished and from that date, the relevant consumer credit activities were transferred to its Compulsory Jurisdiction (CJ). Consumer credit consumers still have access to FOS, but there are some practical differences under the CJ, the scope is extended to cover ‘micro-enterprises’ who are now allowed to complain to FOS, and complaint recording, reporting and publication obligations now apply.


In order to meet their operational objective, ‘to secure an appropriate degree of protection for consumers’ (The Consumer Protection Agenda), the handling of complaints is high on the FCA’s radar. The FCA state that it is vital that customers know that if something goes wrong, their complaint will be dealt with in a reasonable way, and that they will get a fair outcome. This statement evidences the FCA’s strict approach to treating customers fairly and links to their High Level Conduct Standards, in particular the Principles for Businesses (PRIN).

The consultation on improving complaint handling closed on 13 March 2015 and the FCA Policy Statement (PS15/19) on the FCA separate policy proposals contained in chapters two to four, was published on 23 July 2015.

Chapter two of CP14/30 contained policy proposals, which are intended to improve the way complaints are identified, recorded and handled and come into force on 30 June 2016.

The ADR Directive proposals, contained in chapter five of CP14/30, and the required changes to the rules were implemented by legal instrument published by the FCA on 24 April 2015, and came into force 9 July 2015.


To provide delegates with:

  • an understanding of the benefits of an effective complaints handling procedure
  • a clear practical understanding of the role of FOS and the complaint handling, recording, reporting and publication rules under the CJ for consumer credit activities including implementation of the provisions relating to ‘Improving Complaint Handling’ CP14/30 and the Alternative Dispute Resolution Directive (ADR Directive) including the Online Dispute Resolution Regulations (ODR)
  • the necessary information for delegates to review their businesses current customer information handling systems in order to ensure compliance with the rules under the new jurisdiction (CJ).


  • the benefits of an effective and compliant complaint handling procedure
  • the respective complaint handling roles of the FCA and the FOS and their expectations of firms
  • a review of the new jurisdiction (CJ) rules for consumer credit firms including implementation of the provisions relating to ‘Improving Complaint Handling’ CP14/30 and the Alternative Dispute Resolution Directive (ADR Directive).