The FCA define a complaint as an ‘expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of or failure to provide a financial service’.
Some examples what could constitute as a complaint are:
• Misleading information has been given;
• Poor advice has been given;
• Advertising material was misleading;
• Fraud has been committed;
• Confidential information has been disclosed.