For years, too many pension administrators have treated complaints like a clerical chore, something you tally up in a spreadsheet at month-end and hope never reaches the board. That era is over. On 6 August 2025, the FSCA published Conduct Standard 2 of 2025 (RF), with most governance and complaints-framework requirements due within six months of publication.
With the standard now in force, complaints aren’t a back-office activity; they’re a governance outcome. You will be asked to prove fairness with evidence, not sentiment. If your “system” is a patchwork of inboxes, shared drives and heroic Excel, you are already behind.