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Status: You are viewing the version of the handbook as on 2016-02-03.

DISP 1.10A Complaints data publication rules

Obligation to publish summary of complaints data or total number of complaints26

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

    Unless (1A) applies to the firm, where,26 in accordance with DISP 1.10.1 R, a firm submits a report to the FCA reporting 500 or more complaints, it must publish a summary of the complaints data contained in that report (the complaints data summary).

    26
  2. (1A)
    1. (a)

      This paragraph applies to a firm which:

      1. (i)

        has permission to carry on only credit-related regulated activities or to operate an electronic system in relation to lending3; and

      2. (ii)

        has revenue arising from those activities3 that is less than or equal to £5,000,000 a year.

        3
    2. (b)

      Where a firm to which this paragraph applies submits a report to the FCA in accordance with DISP 1.10.1 R reporting 1000 or more complaints, it must publish a summary of the complaints data contained in that report (the complaints data summary).26

  3. (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), unless it is a firm to which (1A) applies.26

  4. (3)

    Where, in accordance with DISP 1.10.1C R, a firm to which (1A) applies submits a joint report on behalf of itself and other firms within a group and that report reports 1000 or more complaints, it must publish a summary of the complaints data contained in the joint report (the complaints data summary).26

  5. (4)

    Where, in accordance with SUP 16.12.4 R and SUP 16.12.29C R, a firm with a limited permission submits data item CCR007 to the FCA reporting 1000 or more complaints, it must publish the total number of complaints received.26

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 or DISP 1.10.4A R as the case may be26) 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 or DISP 1.10.4A R as the case may be26) ends between 1 July and 31 December, the firm must publish the complaints data summary no later than 28 February of the following year.

  3. (3)

    Where the firm is a firm with only a limited permission and its accounting reference date falls between 1 January and 30 June, the firm must publish the total number of complaints received no later than 31 August of the same year.26

  4. (4)

    Where the firm is a firm with only a limited permission and its accounting reference date falls between 1 July and 31 December, the firm must publish the total number of complaints received no later than 28 February of the following year.26

Confirmation of publication

DISP 1.10A.4RRP

A firm must immediately confirm to the FCA , in an email submitted to complaintsdatasummary@fca.org.uk , that the complaints data summary or total number of complaints (as appropriate)26 accurately reflects the report submitted to the FCA , that the summary or total number of complaints (as appropriate)26 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), DISP 1.10A.1R (1A)26 (2) , DISP 1.10A.1R (3) or DISP 1.10A.1R (4)26 if within the relevant time limit set out in DISP 1.10A.3 R the firm:

26
  1. (1)

    ensures that another person publishes the complaints data summary or total number of complaints (as appropriate)26 on its behalf; and

  2. (2)

    publishes details of where this summary or total number of complaints (as appropriate)26 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 or total number of complaints (as appropriate)26 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 or total number of complaints (as appropriate)26. However, the summary or total number of complaints (as appropriate)26 should be readily available. For this reason, the FCA recommends that firms should publish the summary or total number of complaints (as appropriate)26 on their websites.

DISP 1.10A.8G
  1. (1)

    The FCA recommends that firms should publish additional information alongside their data summaries or total number of complaints (as appropriate) 26 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 or total number of complaints (as appropriate) 26 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 FCA 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.

Meaning of revenue

DISP 1.10A.9GRP

26In DISP 1.10A, references to revenue in relation to any firm do not include the amount of any repayment of any credit provided by that firm as lender.