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CCTA Workshop: Complaints handling and new reporting process

• Date: Thursday 12 March 2026
• Time: 10am - 11.30am
• Location: Online

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.

To help firms, this session will cover:

• Complaint handling basics
• Understanding FCA and FOS expectations
• Strategic trends and insights

We will also provide practical guidance on the new complaints recording and reporting process which comes into effect from 1st January 2027.