FCA finalises rules on complaints handling
Firms will have more time to resolve complaints, but can't charge customers premium rates for phone calls.
Financial services firms will have longer to resolve complaints less formally, according to new rules published by the Financial Conduct Authority (FCA).
The regulator also published new rules on call charges, stating that financial services firms will be unable to charge their customers premium rates when they make phone calls to ask for assistance or to complain.
According to the FCA, firms will now have three days to address a complaint to a consumer's satisfaction, allowing them to resolve
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