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Status: You are viewing the version of the handbook as on 2012-01-07.

DISP 1.10A Complaints data publication rules

Obligation to publish summary of complaints data

DISP 1.10A.1RRP
  1. (1) 1

    Where, in accordance with DISP 1.10.1 R, a firm submits a report to the FSA reporting 500 or more complaints, it must publish a summary of the complaints data contained in that report (the complaints data summary).

  2. (2)

    Where, in accordance with DISP 1.10.1C R, a firm submits a joint report on behalf of itself and other firms within a group and that report reports 500 or more complaints, it must publish a summary of the complaints data contained in the joint report (the complaints data summary).

Format of publication

DISP 1.10A.2RRP

The complaints data summary required by DISP 1.10A.1 R must be published in the format set out in DISP 1 Annex 1B R.

Time limits for publication

DISP 1.10A.3RRP
  1. (1)

    Where the firm's relevant reporting period (as defined in DISP 1.10.4 R) ends between 1 January and 30 June, the firm must publish the complaints data summary no later than 31 August of the same year.

  2. (2)

    Where the firm's relevant reporting period (as defined in DISP 1.10.4 R) ends between 1 July and 31 December, the firm must publish the complaints data summary no later than 28 February of the following year.

Confirmation of publication

DISP 1.10A.4RRP

A firm must immediately confirm to the FSA , in an email submitted tocomplaintsdatasummary@fsa.gov.uk, that the complaints data summary accurately reflects the report submitted to the FSA , that the summary has been published and where it has been published.

Publication on behalf of the firm

DISP 1.10A.5ERP

A firm will be taken to have complied with DISP 1.10A.1R (1) or (2) if within the relevant time limit set out in DISP 1.10A.3 R the firm:

  1. (1)

    ensures that another person publishes the complaints data summary on its behalf; and

  2. (2)

    publishes details of where this summary is published.

Joint reports: provision of information to third party on request

DISP 1.10A.6RRP

Any firm covered by a joint report, other than the firm that submitted the joint report, must provide details of where the complaints data summary is published to any person who requests them.

Mode and content of publication

DISP 1.10A.7GRP

Firms may choose how they publish the complaints data summary. However, the summary should be readily available. For this reason, the FSA recommends that firms should publish the summary on their websites.

DISP 1.10A.8G
  1. (1)

    The FSA recommends that firms should publish additional information alongside their data summaries in order to relate the number of complaints to the scale of the firm's relevant business. Firms are recommended to publish the relevant standard metrics set out in the table at DISP 1 Annex 1A G with the summaries. Where the complaints data summary relates to a joint report the metrics should cover all the firms included in the joint report.

  2. (2)

    If the recommended metrics do not accurately reflect the scale of the firm's relevant business, the FSA recommends that the firm should publish metrics which best reflect the scale of its business based on the number of its customers or accounts or policies. Firms may also publish other metrics where they consider that these would better reflect the scale of their business.

  3. (3)

    Firms may also publish other information to aid understanding, for example details of their internal processes for dealing with complaints.