Unit 2 Topic 25 - Consumer rights, complaints and compensation Flashcards

1
Q

What are the key consumer rights?

A
  • Clear and honest information before they buy;
  • Get what they pay for;
  • Be supplied with goods that are fit for purpose and services that are performed with reasonable care and skill;
  • Have any faults corrected free of charge, or get a refund/replacement.
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2
Q

What is the Consumer Rights Act 2015?

A

The first piece of legislation to detail what should happen if a service is not provided in the manner agreed or with reasonable care and skill. Essentially, the business that provided the service must align it with what was agreed or, if this is not realistic, provide a refund.

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3
Q

What is alternative dispute resolution?

A

ADR aims to help when a dispute with a consumer cannot be settled directly. The business involved in the dispute will engage the services of a certified alternative dispute resolution provider and must find out whether or not the consumer is willing to use the service.

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4
Q

What are the two options under alternative dispute resolution?

A
  • Adjudication: Decisions can be appealed through courts

- Arbitration: Decisions cannot be appealed through courts.

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5
Q

What is the role of HM Treasury?

A

The government’s economic and finance ministry, maintaining control over public spending, setting the direction of economic policy and working to achieve strong and sustainable economic growth.

It is the department responsible for the regulation of financial services under the direct authority of the Chancellor of the Exchequer. The Chancellor is also responsible for the budget.

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6
Q

Which three existing providers of government advice make up The Single Financial Guidance Body (SFGB)?

A
  • The Money Advice Service
  • The Pensions Advisory Service
  • Pension Wise
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7
Q

What are the five core functions of The Single Financial Guidance Body?

A
  • Pensions guidance
  • Money guidance
  • Debt advice
  • Consumer protection
  • Strategy
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8
Q

What is ‘super-compliant’ status which organisations such as Which! and Citizens advice hold?

A

They have the power to make complaints direct to the FCA.

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9
Q

Where are the rules for dealing with complaints and compensation set out in by the FCA?

A
  • The Handbook called ‘Dispute Resolution: complaints’ (more commonly referred to by its FCA reference code of ‘DISP’; and
  • The ‘Compensation’ Handbook, referred to as ‘COMP’, which details the rules governing eligibility under the Financial Services Compensation Scheme and the levies payable by firms.
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10
Q

Who does the FCA define as an eligible complainant?

A
  • A private individual, including individuals acting as persona guarantors for loans to businesses they are involved in and consumer buy-to-let consumers;
  • A business with an annual turnover below £6.5m when the complaint is made; or
  • A charity with an annual income of less than £6.5m when the complaint is made; or
  • A trustee of a trust that has a net asset value of less than £5m when the complaint is made.
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11
Q

What is the complaints handling procedure set out by the FCA that firms must follow?

A
  • Acknowledge
  • Investigate
  • Resolve
  • Inform
  • Advise
  • Provide.
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12
Q

What is the deadline for Payment services providers to providing a response to complaints?

A

Must give a full response to a complain withing 15 days. This can be extended to 35 days in exceptional circumstances, with a holding letter sent in the interim.

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13
Q

What are the record keeping requirements firms must follow as defined by the FCA?

A

Records have to be retained for at least three years from the date a complaint is received.

Where the complain relates to collective portfolio management services for a UCITS scheme, the minimum period for which records must be retained is five years.

Where the complaint relates to MiFID business, there is no minimum retention period stated since 3 Jan 2018.

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14
Q

What the the FCA complaints report requirements?

A

On a six-monthly basis, firms are required to report to the FCA the following information:

  • Total number of complaints received
  • Total number of complaints closed
  • Total number of complains:
    1) Upheld in the report period
    2) Outstanding at the beginning of the reporting period
  • Total amount of redress paid in respect of complaints during the reporting period
  • The root causes of complaints and corrective action taken to prevent recurrence.
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15
Q

Define Time-Barred Complaint.

A

A complaint made outside the time limits for referral to the FOS; a firm may reject such a complaint, via a final response, without considering its merits.

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16
Q

What are the time limits when logging a claim to the Financial Ombudsman Service?

A

Complaints to the FOS must be made within six months of receiving a final response, six years of the event that gives rise to the complaint, or within three years of the time when the complainant should have become aware that they had cause for complaint, whichever is the later.

17
Q

What are the compensation limits for the Financial Ombudsman Service?

A

The maximum compensation the FOS can award for complaints about acts or omissions by firms on or after 1 April 2019 is £350,000 plus interest and the complainant’s reasonable costs.

For acts or omissions before 1 April 2019 that are referred to the FOS after that date, the limit will be £160,000. From 1 April 2020, the limits will be adjusted annually in line with the Consumer Prices Index (CPI).

18
Q

What is the role of the Pensions Ombudsman Service?

A

The Pensions Ombudsman Service deals with complaints and disputes relating to the running of personal and occupational pension schemes, and also with complaints about the pension protection fund.

19
Q

What are the time limits for complaints made to the Pensions Ombudsman Service?

A

Complaints and disputes must be communicated to the service in writing within three years of the event being complained about.

20
Q

What is the Financial Services Compensation Scheme?

A

The Financial Services Compensation Scheme (FSCS) provides compensation for customers who have lost money through the insolvency of an authorised firm.

The PRA and the FCA are jointly responsible for the rule-making and oversight of the FSCS.

21
Q

What are the five FSCS sub Schemes?

A
  • Deposits
  • Debt Management
  • Investments
  • Home Finance
  • Insurance Companies
  • Insurance Brokers
22
Q

What does the FSCS ‘Deposits’ sub-scheme cover?

A

This sub scheme covers claims made against failed deposit-taking firms, for example banks, building societies and credit unions.

Generally 100% of £85,000 per person per firm, although there is cover of up to £1m for ‘temporarily high’ deposit balances that are held for less than six months and provides additional protection where a person’s savings are temporarily boosted by certain life events such as:

  • sale of a house
  • divorce settlement
  • taking pension benefits
  • receipt of inheritance
  • redundancy payment
  • criminal injuries compensation
23
Q

What does the FSCS ‘Debt management’ sub-scheme cover?

A

Customers with money held by debt management firms may be covered in relation to client money they held with a failed debt management firm of up to £85,000.

24
Q

What does the FSCS ‘Investments’ sub-scheme cover?

A

The FSCS is triggered when a firm authorised to advise on or arrange investments goes out of business, and is considered by FSCS to be unable, or likely to be unable, to pay claims made against it.

Max claim: 100% of £85,000 per person per firm.

25
Q

What does the FSCS ‘Home finance’ sub-scheme cover?

A

FSCS can provide protection if a mortgage firm is unable, or likely to be unable, to pay claims against it. FSCS is triggered when a firm authorised to advise on or arrange mortgages by the FCA goes out of business.

Max claim: 100% of £85,000 per person per firm.

26
Q

What does the FSCS ‘Insurance companies’ sub-scheme cover?

A

This sub-scheme covers claims for compensation that arise following the failure of an authorised insurer (life and general).

  • For all long-term insurance and for certain types of general insurance, compensation is 100% of the value of the policy with no upper limit.
  • Where a long-term policy includes a savings as well as a protection element, the protection element has 100% protection.
  • Annuities that are being used to provide an income also receive 100% protection.
  • In the insurance is compulsory (such as employers’ liability cover or motor insurance), the figure is 100% of the whole amount.
  • For other types of insurance the compensation limit is 90% of the claim with no upper limit.
27
Q

What does the FSCS ‘Insurance brokers’ sub-scheme cover?

A

The FSCS will safeguard policyholders if an authorised firm is unable, or likely to be unable, to pay claims against it, eg if it has been placed in provisional liquidation or administration.

Max claim: Compensation is 90% with no upper limit.

28
Q

In situations where alternative dispute resolution is being used, which of the following options allows for appeal through the courts?

a) Arbitration
b) Mediation
c) Adjudication
d) Conciliation

A

c) Adjudication. Note that option d) conciliation is not one of the options available under alternative dispute resolution.

29
Q

In summary, in what circumstances is a contract or notice deemed to be unfair?

A

A contract or notice is deemed to be unfair if it causes a significant imbalance in the rights and obligations of the various parties to the contract to the detriment of the consumer.

30
Q

Within what period of time does the FCA expect firms to resolve the majority of complaints?

A

Eight weeks.

31
Q

For how long must records of complaints involving MiFID business be retained by the firm?

A

Indefinitely

32
Q

Within what time limits must a complaint be made to the Financial Ombudsman Service?

A

Complaints to the FOS must be made within six years of the event that gives rise to the complaint, or within three years of the time when the complainant should have become aware that they had cause for complaint, whichever is the later.

33
Q

Which organisation is responsible for dealing with complaints relating to the sale of pension products?

a) The Financial Ombudsman Service (FOS)
b) The Pensions Ombudsman Service
c) The Pensions Advisory Service (TPAS)
d) The Financial Services Compensation Scheme (FSCS)

A

a) The Financial Ombudsman Services (FOS). The Pensions Ombudsman Service only deals with complaints relating to the running (ie administration) of personal and occupational pension schemes.