#16 Complaints

In this episode of 5 Minutes with the FMA, host Heidi Norman is joined by Executive Director Licensing and Conduct Supervision, Clare Bolingford to discuss why complaints are a focus for the FMA the We want financial service providers to ensure their complaints processes are accessible, fair, and effective, not only by making it easy to complain, but also by understanding and addressing the reasons some consumers don’t. We see complaints as moments of truth, revealing not just what went wrong, but how well firms respond when it matters most.