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Latest Insights
Complaints Calculator
Understand the true costs and opportunities within complaint handling.
Consumer Duty
Consumer Duty In 2025
Consumer duty continues to challenge firms. The market has shifted significantly since the inception of the duty in 2023; but there are still areas which the FCA has commented on as needing improvement.
Vulnerable customers
FCA issues new guidance to support bereaved customers
The FCA's new guidance helps financial firms support bereaved customers with empathy and fairness. Key points include empathetic processes, staff training, reasonable adjustments, and robust oversight. Firms should review and enhance their policies to align with these expectations and build trust.
Complaints
The Current State of FOS Complaints – Q2, FY 2024 / 2025
Welcome to the second edition of our regular view of the FOS complaints landscape, as we assess the current trends and what insight firms can glean from the latest figures.