FinCoNet’s Programme of Work is carried out through four Standing Committees. The workstream of Standing Committee 4 (SC4) for 2025-26 continues the work begun in 2023-24 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 and in using complaints data to inform supervisory activities.
Complaints reporting is a process where financial institutions submit information to regulatory authorities about the complaints they receive from consumers. The data from these reported complaints can significantly enhance market conduct supervision and risk assessment by providing indicators on the content of complaints and status of complaint resolution. Displaying the data in dashboards offers many benefits to supervisors including the ability to compare complaints information across institutions, view a number of key risk indicators, and alert supervisors when indicators reach certain thresholds.
