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Complaint handling reviews
We review complaint policies, procedures, ownership, timelines, templates, case files and final responses to help assess whether complaints are being handled properly.
Practical complaints and customer outcome reviews for credit brokers, ARs, IARs and finance businesses that need clearer insight, stronger evidence and better customer outcomes.
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Complaints are not just cases to close. They are one of the clearest signs of how customers are experiencing your business.
For credit brokers, complaints can highlight issues with websites, adverts, lender introductions, disclosures, eligibility expectations, customer support, fees, commissions or the way the broker’s role is explained.
At Authorised Compliance, we help firms review complaints, identify root causes and understand whether customer outcomes are being delivered in practice.
Authorised Compliance brings more than 20 years of experience across consumer finance, credit broking, lender relationships, AR networks, IAR models, fintech platforms and motor finance.
That means we understand how complaints can arise in real credit broking journeys.
A customer may arrive through an advert, landing page, affiliate, introducer or comparison-style journey. They may not always understand who is providing the credit, what the broker does, how lender introductions work or why they have received a particular outcome.
We help firms review complaints in context, not just as isolated cases.
A strong complaints framework should do more than meet process requirements. It should help the business understand what customers are experiencing and whether something needs to change.
We help firms review how complaints are identified, recorded, investigated, responded to and reported. We also assess whether complaints are being used properly as evidence for Consumer Duty and customer outcome monitoring.
The aim is to help firms move from reactive complaint handling to better insight, stronger controls and clearer evidence of fair customer outcomes.
Authorised Compliance supports firms that need independent complaint reviews, stronger root cause analysis or clearer customer outcome evidence.
This includes credit brokers, Appointed Representatives, Introducer Appointed Representatives, lead generation firms, fintech platforms, affiliate businesses, motor finance introducers and firms preparing for FCA authorisation, principal review or internal audit.
We also support businesses that already have a complaints process in place but need better evidence, clearer MI or stronger links between complaints and Consumer Duty.
Complaints and customer outcome support is particularly useful when complaint volumes are increasing, similar issues keep appearing, final responses are inconsistent, root cause analysis is limited or senior management reporting does not clearly show what is happening.
You may also need support if complaints suggest customer confusion, your website or financial promotions have changed, you are working with affiliates or introducers, vulnerable customer processes are unclear or your Consumer Duty evidence is too generic.
Reviewing these areas early helps firms identify risk, improve controls and evidence the action being taken.
We review your complaint process, customer journey, communications, case files, MI, root cause analysis and existing outcome monitoring.
We highlight gaps in complaint handling, evidence, final responses, customer support, root cause analysis, reporting and Consumer Duty links.
We help improve complaint procedures, templates, file evidence, MI, action tracking, customer outcome testing and remediation planning.
We provide ongoing support where needed, including complaint file reviews, outcome testing, trend analysis, management reporting and follow-up monitoring.
Complaints reviews can become too narrow when they only focus on process rather than the full customer journey.
Authorised Compliance is built around credit broking expertise. We understand how customers move from advert to enquiry, from broker to lender, and from application to outcome.
Our advice is practical, commercially aware and focused on helping firms use complaints as a source of insight, control and improvement.
Speak to Authorised Compliance about complaints and customer outcome reviews
Get in touch
Specialist compliance support for UK credit brokers, Appointed Representatives and Introducer Appointed Representatives. We help firms build practical, FCA-aligned compliance frameworks covering customer journeys, financial promotions, AR/IAR oversight, Consumer Duty, complaints, monitoring and regulatory applications.
Services
FCA application supportAR and IAR supportCredit broker complianceWebsite and financial promotion reviewsConsumer Duty supportCompliance monitoringComplaints and customer outcome reviewsRegulatory remediation supportUseful links
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Email: support@authorisedcompliance.com
Office address: Atlantic Business Centre, Atlantic Street, Broadheath, Altrincham, England, WA14 5NQ
Registered office: Atlantic Business Centre, Atlantic Street, Broadheath, Altrincham, England, WA14 5NQ
Authorised Compliance Ltd is a company incorporated in England and Wales with registered company number 15833435.
Authorised Compliance Ltd is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 1025416.
Registered with the Information Commissioner’s Office under reference ZB802407.