Housing Rights broadly welcomes the Financial Conduct Authority’s response to this issue, which aims to provide a framework which lenders can use to ensure ‘fair remediation for customers.’ We welcome the FCA’s characterisation of lenders’ practices as ‘automatic capitalisation’, leading to customers making overpayments, and the recognition that this may have led to unfair customer outcomes. Housing Rights also welcomes the FCA’s statement that they ‘expect firms to put this right, and ensure the practice ceases.’
Housing Rights is pleased to offer several further comments on particular aspects of the proposed guidance framework, with the aim of ensuring that the framework fully provides fair remediation for affected customers.
