New Complaints Reporting Process

Published 30 June 2026

In December 2025, the FCA published Policy Statement PS25/190 – Improving the Complaints Reporting Process. The policy introduces the most significant changes to FCA complaints reporting in many years. Their objective is to modernise and simplify the complaints reporting framework whilst improving the quality, consistency and comparability of complaints data submitted by firms.

Non-Financial Misconduct

Published 26 May 2026

Non-Financial Misconduct (NFM) requirements come into effect on 1 September 2026. From this date, the FCA expects financial services firms to pay due regard to NFM and have in place adequate policies, procedures and processes to address NFM where it arises.

SM&CR Reforms: Guidance for members

Published 07 May 2026

Members will be aware that last year, the government and the FCA consulted upon changes to the SM&CR. On 22 April, the FCA’s issued its Policy Statement following the consultation. The changes to SM&CR are being implemented in two phases.

The CIGB: Guidance for members

Published 26 February 2026

For CCTA members, this guidance paper outlines the implications of the Credit Information Governance Body (CIGB), including subscription requirements, fees, governance representation and operational changes. It highlights agreed fee exemptions for very small and social lenders and stresses proportionality to avoid excessive costs. The guidance also helps members understand what is changing, assess potential impacts, and suggest next steps.

Managing CMC Authority, Data Protection and Fraud Risk

Published 21 January 2026

From time to time, we provide our members with updates on complaints and claims management activities. Those of you that have attended our recent events will have heard us talk about the trending issues and concerns that we are seeing from claims management firms.

FCA vulnerability review

Published 15 April 2025

The FCA has carried out a review of firms’ treatment of customers in vulnerable circumstances. Firms across the financial services spectrum were contacted and asked to provide data and information to assist the regulator’s review.

Annual board reports and closed products

Published 07 May 2024

At the time of writing (May 2024), we are now nine months into the Consumer Duty since the implementation deadline of 31 July 2023.

Commissions in motor finance

Published 08 February 2024

In the FCA’s findings, published in March 2019, the regulator found that discretionary commission arrangements (DCAs) meant consumers were paying approximately £300million a year in higher interest rates, generating £165million a year towards commissions for brokers. This was evidence of consumer harm, leading to a consultation with industry on addressing the harm identified by the regulator.

Spring 2023 Summit – readout

Published 01 June 2023

In this guidance paper, we are covering the discussion on Consumer Duty which was held during our panel session at our Spring Summit in London.

Information exchange templates

Published 06 April 2023

As firms work through the implementation of the Consumer Duty requirements, one key deadline which our members will be aware of is the exchange of information deadline between manufacturers and distributors. Firms will need to have exchanged relevant information with the distribution chain by 30 April 2023. There are requirements for both manufacturers and distributors in respect of this deadline.

Appointed Representatives

Published 05 October 2022

The Appointed Respresentatives (AR) regime is a longstanding feature of UK financial services regulation. Legislation for the AR regime was first established in 1986 for investment services activity but was later adapted and applied to a wider range of financial services under the Financial Services and Markets Act (FSMA 2000).

Consumer Duty

Published 06 September 2022

The Consumer Duty is a new initiative, responsibility for which has been placed upon the Financial Conduct Authority (FCA), by the Treasury. For the financial services industry, the Consumer Duty marks a shift from rules-based regulation to more ‘principles’ and ‘outcomes’ based.