When completing the Complaints Return on RegData, it’s important to ensure complaints are categorised correctly. The FCA requires firms to report how many complaints have been ‘upheld’; meaning a final response has been issued which accepts the complaint and, where appropriate, offers redress or compensation, even if the customer disputes the amount or outcome.
However, where a complaint has been rejected, but the firm decides to offer an ex-gratia payment (a goodwill gesture), this should still be recorded as ‘rejected’ rather than upheld.
Getting this right helps ensure your regulatory reporting remains accurate and consistent with the FCA’s expectations, and avoids any misrepresentation of complaint outcomes.
