Consumer Credit

“Complaints matter, and how they are dealt with can say much about a firm’s culture” (FCA TR14/18).

The FCA believes that complaints can assist firms in enhancing and retaining customer relations; are a vital part of the connection between firms and consumers and can give firms the opportunity to learn from their mistakes and improve their products and services. Firms need to have effective and transparent complaints processes and procedures which ensure that complaints are dealt with “reasonably, promptly and fairly” (FCA, TR14/18).

Download our top tips guide to help ensure your policies and procedures are fully compliant

Treating Customers Fairly (TCF) is a topic which is very high on the FCA’s agenda. The FCA expects TCF to be central to firms’ business models and culture with the consumer being at the heart of everything they do. Firms are required to demonstrate that they consistently treat their customers fairly and are delivering their services against the TCF outcomes relevant to their business.

The FCA places responsibility on senior management to embed TCF in the culture of their businesses. This allows firms some degree of flexibility in approach but, it is imperative that they get it right – where the FCA finds failings in a firm around TCF it will use its full regulatory powers to take action.

Are your customers at the heart of your business? They should be.

“Vulnerability” cannot be ignored. With the FCA stating that “most users of consumer credit may be regarded as “vulnerable” to some degree because of their financial circumstances”, this is an area firms must not get wrong. Are you providing your vulnerable customers with adequate safeguards? The FCA promises proactive supervision of firms in this area. Staff should receive specific training in this area and firms must have proper documented processes and procedures to ensure compliance.

DWF Conforma is designed to help you navigate your business through complying with the new FCA regulatory regime. It provides a flexible and cost-effect means of understanding how compliant your business is.

The Financial Conduct Authority

Visit the home page of the Financial Conduct Authority to find out more about what they do, how they do it, how they are governed, as well as their aims and objectives. There is also access to the FCA’s latest press releases and much more.

The FCA and Consumer Credit

Go straight to the dedicated consumer credit section of the FCA’s website. Here you can sign up for the FCA consumer credit emails, download quick guides and keep up to date with the latest developments in this sector.

FAQs about Consumer Credit

Updated regularly, this section of the FCA’s website contains the most frequently asked questions about consumer credit. The FAQs are split into useful categories to assist with navigation.

Finance and Leasing Association

The FLA campaigns on key industry issues. Read about the FLA’s latest views and publications on consumer credit.