FCA has imposed a fine of £2.8 million on Policy Administration Services Limited (PAS) for poor complaints handling relating to mobile phone insurance policies it administered. It failed to record complaints and investigate their root cause. Following the regulatory investigation, PAS has mitigated its failings by employing a third party professional services firm to review its processes and by conducting a separate review aimed at paying compensation to customers who had suffered a loss. (Source: FCA Fines Policy Administration Services for Poor Complaints Handling)