Complaint handling
FCA tightens complaint handling procedures
Financial services firms will no longer be able to use premium rate telephone numbers for customers as part of a series of proposals from the Financial Conduct Authority on changes to the rules on complaint handling and post-sale telephone calls.
FCA and financial firms agree to join forces on complaints handling
The Financial Conduct Authority has agreed with financial firms to make improvements to the way complaints are handled in the sector.
GI products in top three for FCA complaints
Financial Conduct Authority data has put general insurance products in the top three most complained about financial services products for the six months to June 2014.
Fall in general insurance complaints to FOS linked to FCA investigations
Motor remains most-complained-about class of business
PPI issue far from being sorted, according to FOS
Payment protection insurance complaints made up 76% of all complaints referred to the Financial Ombudsman Service in the second half of 2013.
Insurers faced 300 fewer Ombudsman complaints last quarter
Latest figures from the financial ombudsman show complaints relating to general insurance products, excluding payment protection cover, dropping to 6141 for the three months to 31 Dec.
General insurance second only to PPI in H1 2013 FCA complaints
Payment protection insurance and other insurance products were the two most complained about products categories in the first half of 2013, according to the Financial Conduct Authority.
DLG confirms involvement in FCA complaints handling review
Direct Line Group has confirmed it is one of the three firms from the general insurance sector to be involved in the Financial Conduct Authority’s thematic review on complaints handling.
Biba urges FCA to leave brokers out of complaints review and focus on insurers
DLG, Aviva and Allianz are top three GI firms in terms of number of complaints
Ombudsman reveals 15% spike in complaints
The Financial Ombudsman Service has revealed a 15% increase in the number of complaints received between 1 January and 30 June when compared with 2012 figures.
Insurance contracts top complaints list
Insurance contract terms received the most consumer complaints for the fifth consecutive year, according to data compiled by a London law firm.
PPI complaints falling but Ombudsman warns against complacency
The number of complaints being lodged over the mis-selling of payment protection insurance may have peaked, the Financial Ombudsman Service said this week.
Go Compare tops most complained about ads
Car insurance price aggregator Go Compare has seen its adverts slammed by consumers, taking the top two spots in numbers of complaints published by the Advertising Standards Agency.
Lloyds TSB tops FCA insurance complaint figures
Payment protection insurance complaints are continuing to rise in the latest data from the Financial Conduct Authority, with Lloyds TSB subject to the most insurance complaints in the second half of last year.
Insurance complaints rise in Hong Kong
Complaints rose 18% last year in Hong Kong, but self-regulator says this reflects more sales.
Co-operative Bank fined over PPI claims handling
The Financial Services Authority has fined The Co-Operative Bank £113 300 for failing to handle payment protection insurance claims fairly.
Lyons Davidson tops list for Legal Ombudsman intervention
The Legal Ombudsman has filed 10 decisions on law firm Lyons Davidson since April after receiving complaints from clients.
Confused in the clear after complaints about 'overly sexual' ads
Confused has been forced to defend a television advert featuring bikini-clad cartoon characters after 37 complaints were lodged with the Advertising Standards Authority.
Home-emergency cover complaints soar as FOS talks of problems elsewhere
The Financial Ombudsman Service received 1099 new complaints about home-emergency cover, relating to broken boilers, burst pipes and other domestic crises, in the last three months of 2011.
Indian government considering mis-selling role for ombudsman
The Indian government is considering expanding the remit of the insurance ombudsmen scheme to cover mis-selling of insurance products.
Direct Line vows to improve amid soaring industry complaints
Direct Line Group has promised to build on the momentum it created in cutting customer complaints by 16% in the second half of 2011, despite FSA figures showing a 49% rise in the number of general insurance grievances.
Eiopa begins consultation on complaints handling
The European Insurance and Occupational Pensions Authority has begun a public consultation on proposed guidelines on complaints-handling by Insurance Undertakings.
FSA publishes 2011 H1 complaints data
Complaints data compiled by the Financial Services Authority for the first half of 2011 shows that the number of individual grievances concerning general insurance and pure protection have increased by 18% to 848 357.
RBSI tops Ombudsman GI complaints
Royal Bank of Scotland Insurance is the most complained about general insurer in the UK according to figures from the Financial Ombudsman Service.