The FCA has underlined the clear need for regulated firms to understand the source and cause of any complaints related to the sale of regulated products and the sales processes through which they were provided to customers.
Comprehensive and accurate root cause analysis (RCA) enables a firm to identify potentially systemic issues as a precursor to potential remedial actions, including customer contact exercises and past business reviews. Such data also enables a firm to improve future products and sales processes.
The FCA expects regulated firms to be in a position to analyse data to identify the core causes of complaints and to use such information to inform its approach to identifying and dealing with any potential product design or sales process shortcomings.
At Thistle we have extensive experience in working with clients to gather, analyse, interpret and report root cause analysis data across the banking, investment, general insurance and mortgage sectors.
If you would like further information on how Thistle can help you, please contact us on 020 7436 0630 or email us on firstname.lastname@example.org