Consumers left in the lurch due to poor handling of retirement funds complaints

New findings point to a financial sector that is procedurally compliant on paper but functionally inaccessible to many of its customers

31 March 2025 – 12:39

by Jana Marx

While financial institutions reported to the Financial Sector Conduct Authority (FSCA) that they resolve customer complaints swiftly and effectively, findings from the same FSCA review reveal a starkly different consumer experience — with 65% of complainants saying they were left in the dark about the status of their complaints and received little or no communication regarding delays.

The FSCA’s Complaints Management Industry Review Report highlights a persistent gap between institutional commitments and actual customer outcomes…

Source