Maintaining a robust complaints process isn’t just about regulatory compliance, it’s about ensuring that all customers are treated fairly and consistently. One of the most common challenges firms face is inconsistent recording, which can make it difficult to identify trends, address underlying issues, or demonstrate good oversight to the FCA.
The FCA’s upcoming changes to the Complaints Return mean that firms will need to report not only the type of complaint but also whether it relates to vulnerable customers and which Consumer Duty outcomes are impacted. Using a structured tool makes it far easier to meet these new expectations and avoids the need for retrospective reclassification.
Our updated Complaints Register has been designed precisely for this purpose. With drop-down selections for complaint type, automatic pre-population of Consumer Duty outcomes, and sections for vulnerability, the register ensures accurate, consistent, and compliant recording. By implementing it now, firms can embed good practices before the new reporting framework comes into force in 2027.
Adopting the register also helps demonstrate a proactive approach to the Consumer Duty. Firms can show they are monitoring complaints closely, identifying trends, and taking steps to improve outcomes for all customers, particularly those in vulnerable circumstances. The register is available for download from our website and can be used immediately or adapted to your internal systems.
