FinCoNet’s Programme of Work is carried out through four Standing Committees. The workstream of Standing Committee 4 (SC4) for 2025-26 continues with the theme of Fundamentals of Market Conduct Supervision. A series of webinars have been organised to support this theme. Consumer complaints handling and supervision are foundational issues for conduct supervision. As such, SC4 decided to explore a wide range of jurisdictions and the roles of supervisors in monitoring and handling complaints.
Presenters at this webinar focused on their regulatory frameworks as well as supervisory activities around complaints. Various approaches were discussed, including the handling of consumer complaints, supervision of financial institutions’ complaints-handling processes, and the potential role of ombudsman services. In the next webinar, SC4 will delve deeper into the topic by inviting speakers to share their experiences with using complaints data to inform their supervisory work.
