2Forwarded complaints2

Joint reports2

Information requirements2

(1) the total number of complaints received by the firm3;

(2) the total number of complaints closed by the firm:

(a) within four weeks or less of receipt;

(b) 3more than four weeks and up3 to eight weeks of receipt; and

(c) more than eight weeks after receipt;

(3) the total number of complaints:

(a) upheld by the firm in the reporting period; and3

(b) 3outstanding at the beginning of the reporting period; and3

(4) the total amount of redress paid in respect of complaints during the reporting period.

(1) If a complaint could fall into more than one category, the complaint should be recorded in the category which the firm considers to form the main part of the complaint.

(2) Under DISP 1.10.2 R (3)(a), a firm should report any complaint to which it has given a 3response 3which upholds the complaint, even if any redress offered is disputed by the complainant. For this purpose, 'response' includes a response under the complainant's written acceptance rule (DISP 1.6.4 R), the two stage complaints procedures rule (DISP 1.6.5 R) (unless a final response was sent later)5, 6 and a final response.3 Where a complaint is upheld in part or where the firm does not have enough information to make a decision yet chooses to make a goodwill payment to the complainant3, a firm should treat the 3complaint as upheld for reporting purposes. However, where a firm rejects a complaint, yet chooses to make a goodwill payment to the complainant, the complaint should be recorded as 'rejected'.

(3) If a firm reports on the amount of redress paid under DISP 1.10.2 R (4),4 redress should be interpreted to include an amount paid, or cost borne, by the firm, where a cash value can be readily identified, and should include:

(a) amounts paid for distress and inconvenience;

(b) a free transfer out to another provider which transfer would normally be paid for;

(c) goodwill payments and goodwill gestures;

(d) interest on delayed settlements;

(e) waiver of an excess on an insurance policy; and

(f) payments to put the consumer back into the position the consumer should have been in had the act or omission not occurred.

(4) If a firm reports on the amount of redress paid under DISP 1.10.2 R (4),4 the redress should not, however, include repayments or refunds of premiums which had been taken in error (for example where a firm had been taking, by direct debit, twice the actual premium amount due under a policy). The refund of the overcharge would not count as redress.

(1) the six months immediately following a firm's accounting reference date; and

(2) the six months immediately preceding a firm's accounting reference date.

(1) 7If a firm does not submit a complete report by the date on which it is due, in accordance with DISP 1.10.5 R, the firm must pay an administrative fee of £250.

(2) The administrative fee in (1) does not apply if the firm has notified the FSA of a systems failure in accordance with DISP 1.10.6 R.

(1) the firm has sent a final response; or

(2) the complainant has indicated in writing acceptance of the firm's earlier response under DISP 1.6.4 R5, 6; or5, 6

(3) for a firm which operates a two-stage complaints procedure, the complainant has not indicated that he remains dissatisfied within eight weeks of the response sent by the firm under DISP 1.6.5 R.5, 6

Notification of contact point for complainants

(1) provide the FSA, at the time of its authorisation, with details of a single contact point within the firm for complainants; and

(2) notify the FSA of any subsequent change in those details when convenient and, at the latest, in the firm's next report under the complaints reporting rules.