2017年-FCA英国金融行为监管局_improving_complaints_handling_1_3页_152kb

报告摘要

Regulator Assessment Summary: Qualifying Regulatory Provisions

Title of Proposal

Improving Complaints Handling (Changes to the Dispute Resolution sourcebook (DISP)).

Lead Regulator

Financial Conduct Authority (FCA).

Date of Assessment

29 July 2016.

Commencement Date

30 June 2016 (26 October 2015 for the call charges rules).

Origin

Domestic.

Implementation of a Cutting Red Tape Review

No.

Areas of the UK Affected

The rules apply to regulated financial firms across all areas of the UK.

Brief Outline of Proposed Regulatory Activity

The FCA proposed changes to the complaints handling rules in response to a consultation paper (CP14/30) published in December 2014. These changes were finalized in July 2015 as Policy Statement 15/19. Key elements of the proposed activity include:

Extending the 'next business day rule' to allow firms to handle complaints less formally within three business days, without sending a final response letter.
Requiring the reporting of all complaints, including those resolved within the three-day period.
Enhancing consumer awareness of the ombudsman service by sending a 'summary resolution communication' to complainants.
Introducing a maximum 'basic rate' for call charges, including all post-contractual and complaints-related calls.
Improving the 'complaints return' by requiring firms to submit data twice a year on the number of complaints received.

Affected Business Types and Estimates

Scope: The majority of the new rules apply to all approximately 56,000 regulated financial firms, with some exceptions.
Implementation Date: 30 June 2016.
Duration of Policy: 10 years.
Business Net Present Value: £267.84 million.
Net Cost to Business (EANDCB): -£29.2 million (indicating a net benefit).
BIT Score: 146.

Business Impact: Costs and Benefits

Net Benefits

The extension of the 'next business day rule' to three business days is expected to provide net benefits to both consumers and firms. It allows for faster and cheaper handling of complaints without the need for a final response letter.
Based on 2015 complaint data (approximately 4.2 million complaints), a 5% increase in complaints handled under the three-day rule would result in 210,000 complaints being resolved more efficiently.
The estimated average cost of escalating a complaint to the formal process is £150 per complaint, leading to annual savings of approximately £31.5 million.

Costs

IT and Database Upgrades: Some firms mentioned incremental costs related to IT systems and database upgrades, but these are considered not substantial enough to affect the overall impact.
Summary Resolution Communication: The estimated annual cost to the industry for sending letters to complainants is £3.3 million, based on a 53% proportion of complainants requiring a letter and a £1.50 cost per letter.
Complaints Return: The implementation of new complaint returns involves one-off costs related to system setup and staff training. These are considered negligible for ongoing operations.

Cost Transfer

Changes to call charges are expected to transfer costs from consumers to firms. However, quantifying the aggregate cost to firms was deemed impracticable due to gaps in data, such as the total number of calls across the industry.