Complaints Training Guide for Customer Facing Departments


CCUK - Financial Conduct Authority (‘FCA’)



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CCUK - Financial Conduct Authority (‘FCA’)

  • COMPLAINT DEFINITION ANALYSIS .-

  • 2. ‘Provision of, or failure to provide, a financial service.’

    Every action we take or situation we face within the scope of a business relationship with one of our clients / potential clients will be considered related to the provision of a financial service, regardless of the situation not being directly related with a financial/money matter.

    Examples of complaint causes not being directly related with a financial/money situation but being considered as ‘related to the provision of a financial service’:


  • Due Diligence (Identity Documents, Source of Funds Wealth...)
  • Technical Issues of the platform. (some of these issues do not have financial consequences but need to be considered nonetheless.)
  • Application of Terms & Conditions and/or other Policies.
  • ...


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