The Financial Regulators Complaints Commissioner (FRCC) has published updates on two group complaints concerning the Financial Conduct Authority (FCA): one relating to the British Steel Pension Scheme (BSPS) and the other to Collateral (UK) Ltd. Both cases involve complex regulatory issues and questions around the FCA’s handling of its responsibilities. The FRCC is reviewing confidential material and engaging with the FCA to determine the extent to which further information can be disclosed. Investigations are ongoing, and further updates are expected in due course.

The formal grievance procedure for pension scheme members and beneficiaries.

Background to the Complaints Scheme Part 6 of the Financial Services Act 2012 (FSA 2012) requires the Bank of England (BoE), the Financial Conduct Authority (FCA) and the Prudential Regulation authority (PRA), together known as the 'regulators', to make arrangements for the investigation of complaints against them. These arrangements are known as the ‘Complaints Scheme’, as set out in detail in the FCA and PRA/BoE joint publication Complaints against the Regulators: The Complaints Scheme (updated November 2023). The regulators are also required under Part 6 to appoint (with the approval of HM Treasury) an independent person to be responsible for the conduct of investigations of complaints within the parameters of the Complaints Scheme. This independent person is known as the 'Financial Regulators Complaints Commissioner' (the ‘Complaints Commissioner’). See the Complaints Commissioner’s website here. The Complaints Commissioner and their staff will investigate the complaint independently of the regulator and may disagree with the regulator’s decision. The Complaints Scheme provides for two distinct stages: • the regulator investigates any complaint against it that meets the requirements of

This Practice Note deals with the NHS complaints procedure, relevant legislation, local resolution and independent review by the Ombudsman, private patients and the care quality commission. The NHS complaints procedure A patient’s search for a proper explanation about what went wrong, for an apology and for a promise that such mistakes will not be repeated is often more important than compensation. Complaints may concern errors in diagnosis, poor communication from doctors, delay, misleading advice and many other forms of poor treatment or lack of treatment. The starting point is the NHS complaints procedure. Legal aid or Before the Event (BTE) funding (where applicable) may be denied if the complaints procedure has not been used first without good reason. This procedure covers complaints made in relation to services provided or paid for by NHS organisations or primary care practitioners, ie hospitals, GPs, dentists, opticians and pharmacists. There are two stages to the procedure: • local resolution, and • independent review If financial compensation is sought, a patient will need to seek advice

Law360, London: The Complaints Commissioner for financial regulators has undertaken to write to the Financial Conduct Authority (FCA) on significant issues in the peer-to-peer lending sector.

The rules for how firms should deal with complaints by customers are contained in the Dispute Resolution: Complaints Sourcebook (DISP) in the Financial Conduct Authority (FCA) handbook. DISP 1 contains rules and guidance on how firms should deal with complaints promptly and fairly, including complaints that could be referred to the Financial Ombudsman Service (FOS). DISP 1 is entitled ‘Treating complainants fairly’, which illustrates the high priority the FCA places on fair treatment of those who complain about a financial service they have received. The DISP rules are detailed and specific, including rules on consumer awareness (DISP 1.2); complaints handling (DISP 1.3); the recording of complaints (DISP 1.9); complaints reporting (DISP 1.10); and complaints data publication (DISP 1.10A). Firms consequently have very little discretion as to how to handle complaints. This is because the FCA wishes to ensure that consumers are not unduly disadvantaged by the fact they tend to come from a less powerful and informed position than the firm they may be complaining about. In July 2015, following feedback on consultation

STOP PRESS: On 29 July 2026, the Legal Ombudsman published its final Model Complaints Resolution Procedure (MCRP), together with supporting guidance, templates and

This Precedent Complaints register—law firms can be used to help you comply with regulatory requirements in relation to complaints. It can also help you to regularly monitor, review and update your

This Precedent Complaints training record can be used to help you record the training you provide to staff on complaints. Click to download

All solicitors and law firms must establish and maintain, or participate in, a procedure for handling complaints in relation to the legal services they provide. This Practice Note reflects requirements in the Solicitors Regulation Authority (SRA) Codes of Conduct in relation to complaints, together with other legal and regulatory requirements in relation to complaints. It should be read in conjunction with Practice Notes: How to implement and maintain effective complaints handling procedures—law firms and How to handle a complaint step by step—law firms, which explain how to devise and implement complaints handling procedures, incorporating best practice guidance from the Legal Ombudsman (LeO). Regulation of complaints The Legal Services Act 2007 (LSA 2007) requires all approved legal services regulators, including the SRA, to make provision in their rules requiring each relevant authorised person they regulate to: • establish and maintain procedures for the resolution of relevant complaints, or • participate in, or make arrangements to be subject to, such procedures established and maintained by another person Additional requirements are imposed on the legal services regulators by the Legal Services

STOP PRESS: On 29 July 2026, the Legal Ombudsman published its final Model Complaints Resolution Procedure (MCRP), together with supporting guidance, templates and toolkits. This document is being reviewed in light of this development. This Checklist is designed to help you determine whether you have the systems in place to comply with regulatory requirements that apply to law firms in relation to complaints handling. It should be read in conjunction with subtopic: Complaints. Complaints handling requirements are subject to ongoing regulatory and legislative change. For more information on developments affecting practice, see Practice Note: Practice Compliance horizon scanner—2026. Complaints procedures Requirement Compulsory or recommended Comments (if any) ☐ Establish and maintain, or participate in, a procedure for handling complaints.See Practice Note: How to implement and maintain effective complaints handling procedures—law firms and Precedent: Internal complaints handling procedure—law firms. Compulsory SRA Code of Conduct for Solicitors, RELs, RFLs and RSLs (SRA Code for Solicitors), para 8.2SRA Code of Conduct for Firms (SRA Code for Firms), para 7.1 (Insert any comments you may wish to make regarding your firm’s

1 General information Date of review [Insert date] Person(s) conducting review [Insert name(s)] Time period under review [Insert time period covered by the review, eg Q1 of 20XX or the last 12 months] 2 Data Complaint category Number of complaints received Number of complaints resolved Number of complaints found to be justified Number of complaints referred to LeO Number of complaints relating to discrimination Conduct [Insert number] [Insert number] [Insert number] [Insert number] [Insert number] Costs information deficient [Insert number] [Insert number] [Insert number] [Insert