OCC has published its findings in relation to a complaint against FCA. It found that FCA failed to investigate a complaint that consumers may have suffered detriment as a result of unauthorised and unqualified call handlers at a firm. It had been claimed that FCA showed loyalty to the firm by dismissing the concerns. OCC carried out a stage 2 enquiry at the complainant’s insistence after the complainant was displeased OCC had passed the issue back to FCA to investigate. OCC concluded that FCA had incorrectly decided not to investigate the complaint. OCC noted that some of the complainant’s actions were not necessary, given FCA had already decided it had been wrong and was planning to apologise. He recommended that FCA apologises for making an incorrect decision, and reconsiders the complaint. (Source:OCC Determines FCA Failure to Investigate)