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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…
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