Under FCA requirements for customer complaints, which statement is true?

• A. The company should deal with the complaint within 8 weeks
• B. It should notify the complainant of its right to refer to the financial ombudsman service
• C. Complaints should be investigated by an employee of sufficient competence not involved in the matter
• D. All of the above

Answer: (D)

Under FCA rules, handling complaints is about fairness, timeliness, and clear communication to the customer. The person investigating a complaint must be competent and not involved in the matter, which ensures an objective review and that those assessing the issue have the right knowledge. The aim is to resolve or provide a final response within eight weeks of receiving the complaint, giving the customer a clear timeline and avoiding unnecessary delays. At the end of the process, the firm must inform the complainant of their right to refer the matter to the Financial Ombudsman Service, including how to do so and the timeframe to refer if they remain unhappy with the outcome. When these elements are combined, they reflect the FCA’s expectations for how complaints should be managed: prompt, fair investigation by someone appropriate, a timely final response, and clear escalation rights for the customer.