Regulation Chapter 5 Flashcards

1
Q

Purpose of the Complaints rules

A

Deal with complaints from ‘eligible complainants’ (eligbible to approach the Financial Ombudsman Service promptly and fairly)

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2
Q

Eligible Complainants are..

A

Eligible Complainants are… Retail Clients that are:

  • consumers: persons using the services of an authorised firm
  • micro-enterprises: persons (irrespective of legal form) engaged in business, employing fewer than 10 persons and having turnover or balance sheet not exceeding e2M
  • charities with annual income <1Mpounds
  • Trustees of a trust, with net assets of <1Mpounds
  • certain SMEs: turnover <_6.5Mpounds and balance sheet assets <_5Mpounds, OR <50 employees
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3
Q

Procedures of complaints

Firms must have….

A

Firms must have… appropriate written procedures for:

  • receiving/responding to/investingating complaints
  • notifying complainants of their right to approach the Financial Ombudsman Service
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4
Q

Stages and Timings of a complaint process

on receiving a complaint, the firm has to send…

By the end of ….., the firm has to send…

How long does that compainant have to wait to go to the FOS?

A

…. written acknowledgement (early reassurance) that they have received it and are looking into it.

…. ensure complainant is kept informed thereafter

By the end of 8 weeks, the firm has to send:

  • a final response or
  • a holding response (and inform the complainant of their right to approach the FOS within 6 months)

8 WEEKS max

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5
Q

Record Keeping and Reporting

records of complaints should include:

Reporting:

A
  • name of the complainant
  • substance of the complaint
  • details of correspondence between the firm and the complainant

The firm must provide a report (summary report, how many went to FOS etc) to the FCA on complaints received TWICE A YEAR

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6
Q

Payment Services Regulations (PSDs) and/or Electric Money Directive (EMD)

Payment service firms (including some banks) must submit a……

… that details the number of ….

A

Firms involved in the provision of payment services face different complaint-handling timescales.

Payment service firms (including some banks) must submit a… SEPERATE ANNUAL RETURN to the FCA about complaints about payment services. They need to detail the number of:

  • complaints opened
  • complaints closed in fewer than 3 business days
  • complaints closed in more than 3 business days
  • complaints closed in more than 15 business days and within 35 business days
  • complaints closed in more than 35 business days
  • complaints closed in more than 8 weeks
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7
Q

The Financial Ombudsmand Service (FOS)

Role

FOS Awards

A

Role

  • free to compliants
  • designed to resolve complaints about financial services firms quickly
  • eligible compliants only

Awards

  • FOS can award compensation (to the firm) for loss, pain and suffering, damage to reputation and distress or inconvenience
  • maximum award (what the retail client can get): 350,000 pounds (complaints received after 1st April 2019). Effective from April 2020, the FOS’s compensation limits can be adjusted in line with inflation
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8
Q

Financial Services Compensation Scheme (FSCS)

purpose

Eligible Claimants are….

A

purpose

  • pay compensation to ‘eligible claimants’ in the event of a DEFAULT by an authoried firm

Eligible Claimants are…. most clients of the defaulting firm except:

  • Eligible counterparties, CIS (and their trustees and operators)
  • large companies, partnerships, mutual associations
  • directors and managers of the defaulting firm
  • companies in the same group as the defaulting firm
  • persons holding >5% of the defaulting firm’s capital
  • auditors of the defaulting firm
  • any person who has contributed to the firm’s default
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9
Q

Financial Services Compensation Scheme (FSCS)

Compensation payable scheme limits:

A

scheme limits:

  • deposits: 85,000pounds (170,000pounds for joint accounts)
  • investments: 85,000pounds
  • home finance: 85,000pounds
  • insurance: 100% of the claim with NO upper limit
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