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News for Members

29 June 2016

Revised Customer Complaints Procedure

Our members should be aware that from the 30th June 2016 significant changes to the Financial Ombudsman Service (FOS) customer complaints procedure come into effect.

To support you in implementing the procedures and maintaining FCA compliance, the CCA can provide new material as follows:

  • New FOS and CCA complaints procedure leaflets - you must make your customers aware of these whenever a loan is completed or if a customer requests a copy


  • A Summary Resolution Communication template - this should be printed on your letterhead stationery and sent or given to a customer when a complaint has been resolved within three business days of you receiving the complaint


Also you should be aware of the following:

  • the 'next business day rule' where firms are permitted to handle complaints less formally, without sending a final response letter has been extended to the close of three business days after the receipt (but you must send the Summary Resolution Communication)


  • all complaints, including those handled by the close of three business days after the firm receives them, must be reported to the FCA


Copies of the CCA Customer Complaints leaflet and FOS 'Your Complaint and the Ombudsman' leaflet are available from the CCA at £15 per 100 leaflets.  For higher volumes of the CCA leaflet, contact Lee on  

The FOS leaflet is copyright to the Financial Ombudsman Service so please call Lee to discuss your requirements should you require a higher volume.

CCA News

CCA News - January 2015 cover

Our quarterly magazine, CCA News, keeps our members up to date with all the latest news and issues affecting the home credit industry.

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