The EMA welcomes the opportunity to respond to FCA’s consultation, ‘Improving Complaints Handling’ CP 14/30. The response below addresses the questions that are of particular concern to EMA members: Question 3 on the summary resolution communication, Question 8 on the use of premium rate telephone numbers, and Question 20 on the cost benefit analysis.
13 March 2015 Final EMA response to FCA consultation on complaint handling