Consumer Credit Firms Complaint Handling


In-adequacies discovered across the Consumer Credit Market in relation to complaint handling

Jonathan Davidson, Director of Supervision, FCA has issued a letter to members through the NPA office, pointing out in-adequacies discovered across the Consumer Credit Market in relation to complaint handling. It is pointed out that Dispute Resolution (DISP) rules apply to all firms. Common failures found in their review were;

  • Failure to publish information on websites about the complaints process and correct referencing of the Financial Ombudsman Service (FOS) including providing the web address and FOS information leaflet.

  • A failure to explain outcomes and decisions.

  • Lack of management controls to remedy root causes.

  • Two stage complaints processes are not permitted.

  • Accuracy of data.

Mr Davidson commented;

“We expect firms to review how they identify, record, and deal with complaints, and how this is communicated to customers... a firm must be able to evidence its compliance...”

To help members NPA have posted both the DISP requirements and the FOS information leaflet on the members area of

Regarding complaints and NPAs role, if members wish to mention NPA in regards to their policy they should state;

'We are members of NPA and customers can contact them for guidance on Pawnbroking matters, but please note their role is not to resolve disputes'

 The topic will be covered at the NPA Conference- reserve your place now – call 0207 9369497