Complaints Register V4

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Stay ahead of the FCA’s changes to complaints reporting with our fully updated Complaints Register. Designed to reflect the FCA’s new consolidated Complaints Return that will come into force from 2027, this spreadsheet makes recording, monitoring, and reporting complaints straightforward and compliant.

We’ve enhanced our register to align with the FCA reporting requirements including:

• Structured drop-down selections to record the product (using the FCA’s extended list) and type of complaint.
• Automatic outcome pre-population, so that once a complaint type is selected, the corresponding Consumer Duty outcome is automatically filled. This helps firms quickly identify trends and take proactive action where needed.
• Sections for reporting vulnerability, in line with the FCA’s requirements, capturing both identified vulnerable customers and complaints arising from failures to respond to vulnerability.
• Separate tabs for Mortgage (including Equity Release), Pure Protection, and General Insurance, ensuring the register aligns with your firm’s permissions and business areas.

Firms can use this register immediately to record complaints in a structured, compliant way, or leverage it as a guide to build or enhance internal systems. The spreadsheet is practical, flexible, and user-friendly, helping firms embed good practices now, demonstrate that it is embedding the Consumer Duty and prepare seamlessly for the FCA’s new reporting framework in 2027.

Written & reviewed by the Ecompli founder — With over 20 years in financial services and having founded Ecompli in 2006, our compliance documents are written by a specialist with hands-on expertise in FCA regulation across the mortgage, general insurance, equity release, and insurance claims handling sectors. Every guide and template is personally developed to turn complex regulatory requirements into clear, practical tools your firm can actually use.

There are plenty of free templates and AI-generated documents available online. The challenge is knowing whether they genuinely reflect FCA requirements, align with Consumer Duty expectations and work in practice for your firm. Our documents are written by Ecompli’s founder and are designed specifically for regulated firms. Every manual, register and template is created to provide practical, usable guidance that supports implementation,  helping firms move beyond theory and into demonstrable compliance.