FSCA probes complaint processes amid surprisingly low filing rates – Moonstone Information Refinery

FSCA probes complaint processes amid surprisingly low filing rates – Moonstone Information Refinery

A recent survey found that only 8% of customers lodged complaints with their financial institutions (excluding banks and collective investment schemes) between 2021 and 2023. On the surface, this may seem like a positive sign – but does it indicate genuine customer satisfaction, or are consumers struggling to navigate the complaints process even when they have valid concerns? These are the questions the Financial Sector Conduct Authority aims to…