The FSCA’s Conduct Standard 2 of 2025 (RF) took effect on 6 August 2025. By 6 February 2026, administrators must evidence fair outcomes with plain-language communications, consistent escalation and board-grade MI, not spreadsheets.
Complaints handling has moved from policy statements to a practical test you can pass or fail. Under the FSCA’s new conduct standard, pension fund complaints are a governance outcome. Boards must see and question the evidence; members must receive clear, timely updates; and administrators must reproduce complete case histories on demand. Good intentions won’t be enough. You will be asked to show your workings.