Churchill and Direct Line fined £2.17m for doctoring files

In February 2010, the regulator conducted a review of 50 closed customer complain files from the two businesses to examine its complaints handling capabilities. It found 27 of these files had been altered before being sent to the FSA, while seven signatures had been forged by a single member of staff. The FSA said Direct Line and Churchill breached Principle 2 by acting without due skill, care and diligence in the way they responded to its requests for closed complaint files. However, the firms' actions did not result in any client detriment, the FSA said. Tracey McDermott, acti...