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At Ecompli we specialise in providing Financial Conduct Authority (FCA) Compliance Support to General Insurance Brokers, Mortgage Brokers, Equity Release Firms and Insurance Claim Handling Firms (Loss Assessors)
When completing the Complaints Return online you need to disclose how many complaints have been ‘upheld’ (i.e. a final response has been issued which accepts the complaint and, where appropriate, offers redress (compensation) even if the redress is disputed).
However when you reject a complaint but offer an ex-gratia payment to the complainant, the complaint should be recorded as ‘rejected’.