Even though the FCA’s updated Complaints Return will not be mandatory until 1 January 2027, the earlier firms adopt structured recording practices, the smoother the transition will be. Delaying preparation can lead to rushed processes, inconsistent data, and increased workload when the new reporting framework comes into effect.
Implementing the Complaints Register now allows firms to embed the new structure into their processes, familiarise staff with the format, and start capturing data in a way that aligns with the FCA’s expectations. It also ensures that vulnerable customer data is consistently captured and linked to the appropriate Consumer Duty outcomes, demonstrating proactive compliance.
The register is designed to be flexible. Firms can use it as a standalone tool to record complaints across Mortgage (including Equity Release), Pure Protection, and General Insurance, or adapt it to enhance existing internal systems. With automatic outcome pre-population and drop-down product lists that mirror the FCA’s categories, the register saves time while increasing accuracy and consistency.
Early adoption also supports forward-thinking governance. By using the register now, firms can monitor trends, adjust processes, and identify potential issues well in advance of the 2027 reporting requirement. The register is available for immediate download from our website, providing a practical, compliant solution that helps firms stay ahead.
