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Complaints Handling

Thistle can support you with all aspects of FCA complaints handling – from help with training or template documents, through to a fully outsourced complaints handling service.

No business relishes complaints. But – done right – complaints handling can be a source of strength. Handling complaints professionally and sympathetically, in line with FCA conduct risk and the DISP regulatory requirements, can even turn complainants into advocates.

We can help you register and respond appropriately to all complaints, however they arise. That might be face to face, over the phone, in letters or emails, or – increasingly – on social media. Given that any complaints you can see online are also visible to the regulator, social media complaints handling is a key area of focus for businesses today.

We can provide bespoke onsite complaints handling training that’s tailored to your business and the precise roles your employees perform.

We’ve created a suite of templates covering internal and external, regulated and non-regulated, complaints handling processes. We’ve also developed template response letters and a complaints data recording spreadsheet designed to help you complete your FCA complaints return.

Our team can also provide a fully outsourced complaints handling service, including all client contacts, research, and recommendations for resolution.

If you’d like to know more about any of our complaints handling services, please get in touch and we’ll be happy to talk you through what we can do.

Contact us on 0207 436 0630 or email

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