This Practice Note considers the implications of the Financial Conduct Authority’s (FCA) Consumer Duty for firms’ approaches to complaints handling. It sets out practical considerations for firms in ensuring their complaints handling processes meet the higher expectations of the Consumer Duty. It also considers the implications for firms which could arise from the Financial Ombudsman Service’s (FOS) interpretation of the Duty and the regulatory risk relating to poor complaints handling. Finally, it touches on professional indemnity insurance (PII) considerations including the challenges for firms in paying proactive redress under the Duty in the absence of a live (or finally determined) complaint or claim.