Mansion House: UK Financial Conduct Authority and Financial Ombudsman Service Call for Input on Modernizing the Redress System

The U.K. Financial Conduct Authority and the Financial Ombudsman Service have launched a joint call for input on modernizing the redress system. The two main concerns of the FCA and the FOS are mass redress events and FCA-FOS cooperation. Mass redress events occur when there are large numbers of complaints about the same issue. If mass redress events involve sudden and unexpected increases in complaints, this creates operational difficulties for both firms and the FOS and delays for the consumers. In some cases, they can lead to disorderly firm failures with costs absorbed by the rest of the industry through the Financial Services Compensation Scheme levy or, if there is no FSCS cover, by consumers in lost redress.

The FCA and the FOS are hoping to better understand: (i) how the current redress framework could be modernized; (ii) the problems that mass redress events and the redress system in general cause firms, consumers, and their representatives; (iii) what changes could be made to the redress framework to enable the FCA and the FOS to better identify and manage mass redress events to ensure better outcomes for consumers, firms, and the market; (iv) what changes could be made to how the FCA and the FOS work together to ensure their views on regulatory requirements are consistent; and (v) if there need to be any changes for complaints brought to the FOS by professional representatives such as complaints management companies. The call for input considers a number of short-, medium-, and long-term options that may address the issues identified. The deadline for responses is January 30, 2025. The FCA and the FOS intend to set out next steps in H1 2025.

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