Source · Select Committees · Treasury Committee
Recommendation 9
9
Paragraph: 75
The FCA accepts that there were failings in the contact centre during the Relevant Period...
Conclusion
The FCA accepts that there were failings in the contact centre during the Relevant Period as identified in Dame Elizabeth’s report, and has begun taking steps to address these. We welcome the operational improvements that have been made since the publication of Dame Elizabeth’s report, including the training of call-handlers and changes to contact centre policies.
Paragraph Reference:
75
Government Response
A response document is linked to this report, dated 13 September 2021. Response attribution to this conclusion has not been verified. Read the response document ↗