FCA has updated its webpage on how firms should be handling consumers’ complaints during Covid-19. The page explains that FCA has asked firms to prioritise making payments where consumers have accepted offers or redress, and handling complaints from vulnerable consumers and businesses who are likely to face serious difficulty, in each case if the complaint is not resolved promptly and fairly. It explains what it means by “vulnerable” and urges consumers to tell firms if they meet the criteria when making their complaint.
FCA also warns consumers that firms may not reply within the required deadlines but urges consumers to give firms a reasonable amount of extra time before going to FOS. It notes that FOS may ask you to allow a firm more time, and, anyway, going straight to FOS is unlikely to lead to a quicker solution.