Changes to the way firms deal with consumer complaints look set to be made by the FCA after a thematic review.

The complaints processes at 15 major retail financial firms were assessed in what the regulator described as a "collaborative" exercise.
The FCA also sought the views of the Financial Ombudsman Service and consumer groups.
The review aimed to uncover barriers to effective complaint handling in firms and, where found, to work with industry to propose solutions.

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The overall results were discussed and considered at an FCA-chaired working group made up of the participant firms and five trade bodies.
The working group made these recommendations on how complaints processes could be improved, including changes to FCA rules:

· Ensuring that calls to dedicated complaints telephone lines cost no more than the basic rate.
· Extending the next business day rule so that firms have longer to get consumer acceptance that the complaint has been resolved.
· Removing the non-reportable complaints rule so that all complaints have to be reported to the FCA (DISP 1.5 exempts firms from reporting complaints that are resolved by close of business on the working day after they are received).
· Reviewing the bi-annual Complaints Return to include more consumer-centric measures.
· Revising the FCA publication of firms' complaints (e.g. including more contextualised data).

The FCA will consider these ideas and then consult on possible changes to its dispute resolution rules later this year.
The review did not deal with PPI complaints, which have been addressed separately.
The FCA found that some improvements and innovations have already been made. For example, senior management is more engaged with complaint handling, and firms have also told officials they were "empowering their staff to make the right judgements and to demonstrate empathy".
Clive Adamson, director of supervision at the FCA, said: "Straightforward and effective complaints handling is an important aspect of how firms treat their customers.
"Correctly handled, they can help firms quickly deal with problems and keep their customers happy. Moreover, understanding the underlying reasons for complaints can help head off future problems.
"It's in everyone's interest to consider how to make complaints handling more effective; that's why it was important to us to work collaboratively with industry on this project and I would like to thank the firms for participating.
"Together we have identified improvements that should be made and firms will act on these findings. I hope those firms who weren't part of the review will consider the recommendations and take appropriate steps to deliver consistent outcomes for consumers."

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