The South Africa Financial Sector Conduct Authority (FSCA) has published the Complaints Management Industry Review Report 2025, setting out the findings of its research into how selected financial institutions manage customer complaints and providing recommendations to strengthen these processes. The review assessed the complaints handling practices of licensed Category I financial service providers, retirement funds and retirement fund administrators, focusing on the effectiveness, timeliness and accessibility of their complaints frameworks. The report is positioned within the FSCA’s customer protection mandate under section 57 of the Financial Sector Regulation Act, 2017, and highlights the role of accessible and effective complaints management in promoting fair customer outcomes.
South Africa Financial Sector Conduct Authority 2025-03-31
South Africa Financial Sector Conduct Authority publishes 2025 review of complaints management across Category I FSPs and retirement entities
The South Africa Financial Sector Conduct Authority (FSCA) released the Complaints Management Industry Review Report 2025, evaluating how selected financial institutions handle customer complaints. The report focuses on the effectiveness, timeliness, and accessibility of complaints frameworks among licensed Category I financial service providers, retirement funds, and administrators, aligning with the FSCA’s mandate to enhance customer protection under the Financial Sector Regulation Act, 2017.