From CompliNEWS | Financial Service Intelligence Watch

FSCA launches Comprehensive Complaints Management Survey

The Financial Services Conduct Authority (FSCA) has announced the commencement of a pivotal complaints management survey. This initiative is designed to delve deep into the experiences of customers when they register complaints with financial institutions.

The primary objective of this survey is to gauge the efficiency and effectiveness of complaint handling, resolution procedures, and the redress mechanisms that different financial institutions offer to their clientele.

A representative from the FSCA stated, ‘Understanding the customer’s journey and their satisfaction levels when dealing with financial complaints is crucial. This survey will provide invaluable insights that will help in refining and enhancing the standards of service in the financial sector.’

Interested participants can complete the survey here.

The FSCA assures all participants that their privacy will be maintained at the highest standard. ‘All information collected will strictly be used for the research purposes outlined in the survey and will not, under any circumstances, be used to identify individual respondents,’ the representative added. For more details on how the data will be used, individuals are encouraged to review the Privacy Statement available on the FSCA website.