In this episode, we break down the Financial Conduct Authority’s (FCA) latest move to simplify and strengthen the way complaints are reported across the UK financial services sector. The FCA—responsible for regulating firms, overseeing markets, and protecting consumers—is rolling out a major change: replacing five separate complaints returns with one streamlined, consolidated report.

We explore why the FCA is making this shift, how it aims to improve data quality and comparability, and what it means for firms’ compliance processes. A key highlight of the new framework is a dedicated requirement for reporting complaints involving vulnerable customers—a step designed to help the FCA better monitor risks and enhance protection for individuals who may need additional support.

Tune in for a clear, accessible breakdown of how this initiative supports the FCA’s broader ambition to become a smarter, more effective regulator—reducing unnecessary burdens on firms while reinforcing its consumer-protection mission.