Recording complaints is only the first step; reviewing and analysing the data is where the real value lies. Identifying patterns and trends allows firms to take targeted action to improve processes, reduce future complaints, and enhance customer outcomes. This is especially important under the Consumer Duty, where firms must ensure fair outcomes across all customer segments.
With the FCA’s revised Complaints Return, you will be expected to report not just the complaint itself, but how it links to specific Consumer Duty outcomes. Having structured data makes it easier to spot repeated issues or areas where your processes may be falling short, particularly in relation to vulnerable customers.
The Complaints Register streamlines this process. Selecting the type of complaint from the drop-down automatically populates the corresponding Consumer Duty outcome, making it simple to monitor and report trends. Over time, firms can use this insight to implement process improvements, staff training, or system enhancements that reduce complaints and improve overall service quality.
By capturing this level of detail consistently, you can demonstrate to the FCA that you are actively monitoring outcomes and taking corrective action when necessary. Download the register today to start building a comprehensive, trend-driven complaints record that will support both compliance and operational improvement.
