FCA Complaints Handling & procedure

FCA Complaints Handling

​The FCA complaint handling requirements are contained in the Dispute Resolution Sourcebook and require firms to operate a complaint handling process, including ensuring that complaints are acknowledged promptly and that a full response is issued within 8 weeks of the complaint date.

Once the firm has completed its internal complaint handling process by issuing a final response, or if a final response is not issued by the firm within 8 weeks of the complaint date, the complainant may choose to take the complaint to the Financial Ombudsman Scheme.

This will involve:

If this occurs the firm must assist the Ombudsman and comply with any decision made by it.

As part of the firm’s systems and controls, it must undertake root cause analysis to ascertain what remedial action should be undertaken in order to prevent future complaints of the same nature from occurring.

Failure to undertake complaint handling in the appropriate way, or failing to assist the Ombudsman, can lead to the FCA taking enforcement action against your firm.

FCA Complaints Procedure

There are a number of ways we can help ensure that governance of your complaints processes is appropriate and include:

  • Review or design of your overall complaints process
  • Review and/or production of a written Complaints Procedure
  • Establishing the accuracy of current written procedures against firm actions
  • Review or design of supporting documents such as summary procedures and letter templates
  • Training of staff to implement new or revised procedures
  • Root cause analysis workshops to establish potential weaknesses in the business and prevent relapse

Ongoing FCA Compliance

As an FCA authorised person or firm, you might need help to ensure you comply with the FCA’s rules.

We provide our clients with support they need to maintain compliance and avoid breaching the rules. Our bespoke service is individually tailored to each of our client’s requirements and objectives to help them meet in the best way possible.

Whether you need documentation to help you remain compliant, want ongoing advice or support, impartial monitoring of your activities or anything else, MEMA may be able to help.

Why Choose MEMA?

Get started!

MEMA has been supporting firms through the FCA compliance process since 2019. In that time, we have helped hundreds of businesses to successfully gain and retain FCA authorisation.

We have a unique blend of experience from ex-regulators, big 4 consultants and fin/regtech specialisation. Our team is highly experienced and expertly skilled. We specialise in providing our clients with solutions to often complex regulatory requirements and compliance needs.

Our unique industry insight and comfort with compliance enables our team to support you to the fullest extent possible, helping to develop your business model and compliance.

Contact us

April 13, 2022

FCA Consumer Duty

The FCA has outlined a new Consumer Duty. This will most likely be set out as rules and guidance in the FCA handbook. Ultimately, there will be a higher level of protection for consumers and a higher level of expectation of care from firms providing services.

More about us

April 11, 2021

Preparing financial projections for the FCA

In this article, we briefly cover the financial projections that companies are expected to produce when submitting their application to the Financial Conduct Authority (FCA).

More about us

August 25, 2022

MEMA joins the APCC!

We are pleased to announce that our application for MEMA Consultants Limited to become a member of the Association of Professional Compliance Consultants (APCC) has been successful.

More about us

Insights

September 27, 2022

How to get FCA authorised (part 1)

We are launching a new How To series on 'How to get FCA authorised'. This will look to cover a range of key items your business should consider from the location of offices, expected fees to resourcing. We will start on the first few key areas covering
More about us
April 11, 2021

FCA Crypto Requirements

The Financial Conduct Authority (FCA), the UK Regulator, has established a Temporary Registration Regime that will allow existing crypto-asset firms, who have applied to be registered with the FCA, to continue trading in the UK financial market.
More about us

FCA's New Listing Rules: Paving the Way for a Stronger UK Capital Market

More about us
November 19, 2024

Preparing for Change: The UK's Move to Regulate 'Buy Now, Pay Later' Lenders

Understand the UK's proposed regulation of 'Buy Now, Pay Later' lenders and what financial firms need to prepare for. Insights from MEMA Consultants.
More about us
August 9, 2023

Revised U.K. Financial Regulators' Complaints Scheme - Coming into effect 1, November 2023

In a collaborative effort, the Financial Conduct Authority (FCA), Prudential Regulation Authority (PRA), and Bank of England have unveiled their revised Complaints Scheme, which fundamentally shapes the protocol for addressing and managing grievances lodged against the U.K. regulatory bodies. This revamped framework encompasses several significant modifications:
More about us
May 18, 2023

Use of Personal Communications Channels. A Compliance Concern for Regulated Entities

In today's digital age, the use of personal communications channels for work purposes has become a major point of contention for regulated entities. Financial services regulators globally,
More about us
June 20, 2022

How to navigate the Skilled Person Review

As part of our How to series, we thought to release a brief guide on what to do when you are required to appoint a Skilled Persons by the regulator.
More about us
April 11, 2021

Preparing financial projections for the FCA

In this article, we briefly cover the financial projections that companies are expected to produce when submitting their application to the Financial Conduct Authority (FCA).
More about us
November 10, 2021

Regulatory considerations for Consumer Credit Firms

The FCA has set out new rules for claims management companies (CMCs) to protect consumers against excessive charges. Some of the major changes include:
More about us
April 11, 2021

Deconstructing the Dear CEO Letter

On 26 October 2020, the FCA issued its warning to CMC firms regarding their steps taken to fully investigate the merits of each potential claim before pursuing it.
More about us
June 11, 2021

FCA Financial Promotions Quarterly Review

In our first of the series on regulatory smarts, we alert you to the quarterly financial promotion release issued by the FCA
More about us
January 23, 2025

FCA Announces Significant Changes to Authorisation Process - January 2025 Update from MEMA Consultants

In a landmark announcement, the Financial Conduct Authority (FCA) has unveiled substantial changes to its authorisation process, demonstrating a clear commitment to supporting growth in the UK financial services sector. As your trusted regulatory partner, MEMA Consultants brings you a detailed analysis of these important developments.
More about us

Navigate the New Financial Crime Landscape with FCA's Updated Guide and MEMA Consulting's Expertise

In response to evolving regulatory landscapes and recent global events, the Financial Conduct Awareness (FCA) has unveiled proposed updates to its Financial Crime Guide, CP24/9. The revisions aim to enhance sanctions systems, address proliferation financing, and refine transaction monitoring with a focus on modern technologies like Artificial Intelligence and cryptoassets. With these updates, the FCA seeks to fortify financial crime prevention measures and ensure firms are well-equipped to meet new challenges. As firms adapt to these changes, MEMA Consulting stands ready to offer expert guidance and tailored support, helping businesses align with FCA's stringent standards and navigate this complex regulatory terrain effectively.
More about us
August 29, 2022

What is Customer Due Diligence and what controls should you focus on?

Customer due diligence (CDD) is a key element in helping your firm:
More about us
August 31, 2022

What is money laundering and what are some red flags you should consider?

Money laundering is the process of concealing or disguising the existence, source, movement, destination, or use of illicitly-derived property or funds to make them appear legitimate.
More about us

Your key contacts

ADEMOLA OMOSANYA

Ademola is an accomplished consultant with over a decade of experience across regulation, banking, and consumer credit. As MEMA Consultants co-founder, he leverages extensive regulatory expertise to guide clients through critical processes and full compliance. His experience across sectors enables tailored solutions to complex business challenges. Ademola partners with clients as a strategic advisor to help futureproof their business through an in-depth understanding of the regulatory landscape.

MISAH MARAGH

Misah is a director at MEMA Consultants with over a decade of experience in financial services. Holding a legal background and postgraduate qualification, she previously worked at the Financial Conduct Authority. Misah has led compliance transformation for global consumer services organisations across Europe, the Caribbean, and Latin America. Her expertise includes implementing compliance frameworks for financial regulations, FCPA, UK Bribery Act, data privacy, and Sarbanes-Oxley. Misah is skilled at advising clients on operational and strategic projects, leveraging her in-depth knowledge of regulatory environments to deliver solutions tailored to complex business needs.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

FCA Complaints Handling