Complaints against firms—financial services

This overview is a guide to the Lexis+® UK Financial Services content within the Complaints against firms–financial services sub-topic, with links to appropriate materials.

FCA's approach to complaints handling

The Financial Conduct Authority (FCA) regards the way in which a firm handles consumer complaints as a key indicator of that firm's approach to 'treating customers fairly'.

Since taking over from the Financial Services Authority (FSA) in April 2013, the FCA has reiterated its commitment to ensuring that regulated firms have adequate complaints handling procedures and has noted that complaints handling is at the heart of its consumer protection agenda. According to the FCA, it is vital that customers know that if something goes wrong, their complaint will be dealt with in a reasonable way by the firm and that they will get a fair outcome. See the FCA’s website pages on How to complain and Fair treatment of customers.

The FCA also requires that, in some circumstances, firms submit reports to the FCA about the complaints they have received and that firms publish complaints data. The FCA itself also publishes complaints data about the financial services

To view the latest version of this document and thousands of others like it, sign-in with LexisNexis or register for a free trial.

TAKE A FREE TRIAL

Latest Financial Services News

Financial Services—other developments (9/9/2025)

A round-up of other developments, which have not been covered in full by the LexisNexis Financial Services practical guidance team but may nevertheless be of interest.

Barclays drops appeal over UK financial ombudsman's car finance decision (update*)

MLex: UK bank Barclays has dropped a court appeal against the UK's Financial Ombudsman Service (FOS) on a case related to hidden car finance commissions, as the Financial Conduct Authority (FCA) readies a redress program to compensate car finance customers that have been treated unfairly. Barclays said on 8 September 2025 that it wanted to focus on engaging with the consultation*.

UK Finance compares UK and US stablecoin frameworks

UK Finance has published a comparative view of the Financial Conduct Authority's (FCA) draft stablecoin proposals in consultation papers CP25/14 and CP25/15, and the US Guiding and Establishing National Innovation for US Stablecoins (GENIUS) Act signed into law on 18 July 2025, to the extent the frameworks overlap. Both frameworks require stablecoin issuers to obtain licenses, maintain full 1:1 liquid asset backing with high-quality liquid assets, segregate of backing assets and on demand redemption for stablecoins. The analysis highlights areas of alignment and divergence that may influence how stablecoins are used in each jurisdiction.

ESMA publishes risk monitoring report highlighting elevated geopolitical uncertainties in EU markets

The European Securities and Markets Authority (ESMA) has published its second risk monitoring report of 2025, detailing the key risk drivers currently affecting EU financial markets amid heightened geopolitical uncertainties. The report highlights significant volatility in equities, bonds, and crypto asset markets—exacerbated by escalating trade conflicts, ongoing cyber and hybrid threats, and marked by pronounced fluctuations. EU equity markets recorded a year-to-date performance of +11%, while crypto-asset markets maintain near-peak volumes at €3trn, notwithstanding a 10% drop in the first half of 2025. ESMA has identified high to very high risks across markets, citing potential operational disruptions, service outages, and liquidity strains, following Moody’s May 2025 downgrade of the US credit rating to Aa1.

View Financial Services by content type :

News