Our oversight powers

First tier complaints handling

Issuing guidance and best practice advice to the profession on complaints handling

S40

First tier complaints handling

Issue guidance (which may set minimum standards) to RPOs on their role overseeing first tier complaint handling *  

S40

First tier complaints handling

Issue guidance (which may set minimum standards) to RPOs on standards that must be set by the organisations for practitioners that they regulate relating to first tier complaint handling *

S40

First tier complaints handling

Issue guidance (which may set minimum standards) to RPOs on standards that must be set by the organisations for practitioners that they regulate relating to any practice contributing significantly to complaints *

S40

First tier complaints handling

Power to request complaint logs from firms *

S40B

First tier complaints handling

Referring a complaint back to allow the practitioner/ firm to consider a complaint made prematurely

S8

Complaints handling by RPOs and Approved Regulators

Dealing with complaints about RPO conduct and regulatory complaint procedures, making recommendations and directions to comply

S23, S24

Complaints handling by RPOs and Approved Regulators

Dealing with complaints about Approved Regulator regulatory complaint procedures

S57

Complaints handling by RPOs and Approved Regulators

Powers to audit RPOs’ complaint records 

S36

Complaints handling by RPOs and Approved Regulators

Issuing guidance to RPOs (which may set minimum standards) relating to how they are to investigate and determine conduct and regulatory complaints *

S36A

Obtaining information from RPOs

Requiring RPOs to provide information or documents relevant for any of the purposes of sections 23, 24 or 36

S37

Consumer redress

Monitoring the effectiveness of the Client Protection Fund or analogous funds or arrangements, request information, and issue guidance (which may set minimum standards) *

S39

Consumer redress

Monitoring the effectiveness of indemnity arrangements, request information, and make recommendations for improvement

S39

Enforcing minimum standards

Requiring information and explanations about how minimum standards are being met *

S40A

Monitoring, reporting and publishing

Monitoring practice to identify trends in complaints and complaints handling across the sector

S35, S36

Performance of Approved Regulators

Dealing with Approved Regulator complaints

S57E