The FCA has published a ‘Dear CEO’ letter on its website for the attention of firms that hold a consumer credit authorisation.  It follows a review of how firms deal with complaints, which highlighted a number of deficiencies, including:

The FCA has stated that it expects consumer credit firms to review their complaints handling arrangements in light of the letter.  In future, the FCA may ask for evidence of a firm’s compliance with the dispute resolution (DISP) rules.

You can find a copy of the letter on the FCA’s website: