Consumer complaints are an important focus for financial services businesses and the regulators. As part of our ongoing programme of workshops, we regularly revisit this topic to reflect evolving regulatory expectations and emerging trends. Handling consumer complaints effectively is crucial for firms to address consumer concerns, meet regulatory expectations and protect their reputation. However, it is not as simple as having a good complaints handling process in place. Firms must also understand how that process operates in practice and how it is viewed by the FCA and FOS.