The UK Financial Conduct Authority (FCA) is carrying out a review focused on how investment firms support customers who have experienced bereavement. The work is designed to examine the customer experience from the point at which a firm is notified of a bereavement through to the eventual settlement or transfer of investments. The FCA’s approach looks at the full journey, including how firms handle key steps that follow notification—such as the practical processes involved in dealing with bereaved customers’ accounts and decisions about transferring or settling their investments. By reviewing firms’ handling of bereavement cases across this end-to-end timeline, the regulator aims to determine whether customers receive adequate support and whether firms’ procedures work effectively in practice. The review does not focus on a single stage of the process, but rather on whether customers are supported appropriately throughout the duration of the actions required after bereavement is reported.
FCA review to assess support provided to bereaved investment customers
The UK Financial Conduct Authority (FCA) is carrying out a review focused on how investment firms support customers who have experienced bereavement. The work is designed to examine the customer exper...
- The FCA is conducting a review of bereavement support for investment customers.
- The review covers the experience from bereavement notification to settlement or investment transfer.
- It examines how firms handle key steps after bereavement is reported.
- The focus is on whether support provided is adequate across the full process.
The FCA will look at the experience customers have from when firms are told about a bereavement, through to the settlement or transfer of investments.
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