Consumer Financial Services Complaints and Compensation, 2nd Edition

This fully revised new edition, previously called Consumer Complaints and Compensation: A Guide for the Financial Service Market, examines the compliance and redress regime for mis-selling, administration and claims problems with a practical emphasis on complaint handling.

Consumer Financial Services Complaints and Compensation examines the compliance and redress regime for misselling, administration and claims problems with a practical emphasis on complaint handling. It helps financial services firms and their advisers understand and apply all the current rules and best practice procedures relating to the fair treatment of customers.

• Explains in detail the FCA’s complaints rules in the DISP sourcebook
• Gives step-by-step coverage of the complaint handling procedure, from identifying and investigating complaints to the decision whether to uphold
• Covers the complaints procedures in specific types of claim, including mortgages, pensions, PPI and general insurance complaints
• Gives detailed explanation of the principles of compensation and the claims process
• Looks at the Financial Ombudsman Service and other dispute resolution options, including FSCS, enforcement action and arbitration
• Incorporates all changes arising from the Retail Distribution Review, MiFID II, IMD II, and the FCA Handbook