Industry complaint resolution is set to be simpler and more transparent following the launch of a complaints manual published by the Financial Industry Complaints Service (FICS).
FICS chief Alison Maynard said the complaints manual will save members’ time and confusion in dealing with a complaint.
“FICS hopes that the manual won’t be needed by most members because they won’t have a complaint come to FICS in the first place. But if they do, then this manual will be a useful tool they can use,” she said.
The manual contains basic information about FICS and its processes and examples of how to respond to FICS complaints. It also answers frequently asked questions and offers other resources for members.
