Policy paper

GCA Consumer complaints best practice statement

A statement of the GCA's understanding of the consumer complaints policies of the ten regulated retailers and their alignment with the Code.



The GCA has reviewed the approach of the ten regulated retailers to consumer complaints to assess their alignment with the Code, and has concluded that on the information provided, from August 2015 all retailers’ policies appear to be compliant with the Code.

The GCA has requested that retailers consider what improvements they could make to the transparency of their communications with suppliers about complaints received and complaints handling more generally.

This is intended to promote better working practices by the retailers, in the spirit of continuous improvement.

Please refer to the attached statement for full details.

Published 13 December 2016