The FCA defines a complaint as “any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an eligible complainant, about the firm’s provision of, or failure to provide, a financial service.”
In simple terms, if someone isn’t happy with the service they’ve received, even if it seems minor, and they’re eligible to complain, it could fall under this definition. This includes situations where the client themselves may not use the word ‘complaint’, it’s still your responsibility to recognise when dissatisfaction has been expressed.
Some common examples that could constitute a complaint include:
- Misleading or unclear information being provided;
- Advice being unsuitable or poorly documented;
- Marketing or promotional material being potentially misleading;
- Concerns raised about fraud, dishonesty or conduct;
- Breaches of confidentiality or inappropriate handling of personal data.
It’s important that all staff understand this broad definition so that any potential complaints are identified and handled properly, even when they come in casually during a conversation, phone call or email.
