At CourtCorrect, we’re committed to driving innovation in complaints resolution, ensuring that consumer redress is fair, efficient, and aligned with regulatory best practices. That’s why we’re excited to announce that we have submitted our response to the Financial Conduct Authority (FCA) and Financial Ombudsman Service's (FOS) Call for Input on Modernising the Redress System.
This consultation represents a crucial opportunity for financial services firms, regulators, and technology providers to shape the future of dispute resolution. Our submission reflects our belief that AI-driven insights, structured collaboration, and a modernised regulatory framework will be instrumental in improving the UK’s redress system.
Why This Matters for the Future of Complaints Resolution
The FCA and FOS launched this Call for Input to address persistent challenges in complaints handling, particularly in the wake of mass redress events such as the PPI mis-selling scandal and the Motor Finance Discretionary Commission Arrangements (DCA) controversy. These large-scale issues have demonstrated the urgent need for earlier intervention, more structured processes, and better regulatory coordination.
Our submission focuses on three key recommendations:
Reintroducing a Two-Stage Internal Complaints Process: Allowing firms a structured opportunity to resolve complaints internally before escalation to the FOS. This balances operational flexibility with robust consumer protections.
Leveraging AI to Identify Systemic Issues: Using AI-powered Root Cause Analysis (RCA) to detect trends, prevent harm earlier, and enhance firms’ compliance with Consumer Duty obligations.
Creating a Standardised Data Structure for Complaint Files: Enabling seamless case reconstruction and analysis across firms, regulators, and the FOS to streamline investigations and reduce consumer friction.
CourtCorrect’s Role in Shaping the Future of Redress
Our platform is already helping firms achieve the efficient, transparent, and AI-powered complaints management that regulators are advocating for. Through predictive analytics, case clustering, and automated decision reviews, we provide financial institutions with the tools they need to spot red flags early, ensure compliance, and improve case outcomes.
As AI continues to transform financial services, regulators have a unique opportunity to embrace technology-led reforms that prevent mass redress crises rather than simply reacting to them. CourtCorrect stands ready to support firms and regulators alike in making this vision a reality.
What’s Next?
The FCA’s deadline for submissions was 30 January 2025, and we look forward to seeing how our recommendations contribute to the industry-wide conversation. With new leadership at the Financial Ombudsman Service, this is a pivotal moment to drive meaningful change in the UK’s complaints landscape.
If you’re interested in learning more about our submission, discussing how AI can improve your complaints processes, or collaborating on future regulatory initiatives, get in touch at hello@courtcorrect.com.
Together, we can make redress smarter, fairer, and more efficient.
Justice for All,
The CourtCorrect Team