SIFA 11.2 Complaints reporting to the FSA

You will need to send in a complaints report (unless your firm only conducts business with clients that are not eligible complainants, which, as a small personal investment firm would be very unlikely).

We collect complaints data to assist us in monitoring firms and their regulatory compliance.

You must send a report to us twice each year. The reporting periods are:

1. (1)

   1 April to 30 September; and

2. (2)

   1 October to 31 March.

Reports have to be sent to us within one month of the end of each reporting period, (e.g. a report for the 1 April to 30 September period has to be submitted by 31 October each year).

There is a standard form to use when submitting your return.

1. (1)

   On-line submission: the on-line system goes 'live' on the first day after the end of each reporting period e.g. 1 April for reporting period 1 October to 31 March. You will need a password to use the facility. Please contact your usual supervisory contact, which will normally be the IFD Contact Centre, if you do not already have a password.

2. (2)

   Paper form: there is a paper form that is available for firms that do not have an Internet facility. You will find it on the CD-ROM by clicking on 'Handbook', 'Forms', 'Dispute Resolution: Complaints' and then 'Annex 1R: Complaints return'.

The following sections of DISP are relevant:

1. (1)

   an explanation of what an eligible complainant is: DISP 2.4.3 R;

2. (2)

   the reporting periods: DISP 1.5.6 R;

3. (3)

   the Financial Ombudsman Service funding rules: DISP Chapter 5; and

4. (4)

   how to notify the FSA if you do not conduct business with eligible complainants: DISP 1.1.7 R- DISP 1.1.8 R.