The FCA has updated its website information on complaints returns to remind firms that from 1 January 2027 there will be one single return covering the current DISP 1 Annex 1, CCR, FP, CMC and PSR returns. It says firms should make sure they are collecting individual data points from that date. Reporting will be on a fixed 6 month and calendar year basis.
Other key changes include that data must be reported for when a customer is identified to have been in vulnerable circumstance, and when complaints relate to or are caused by a firm’s failure to respond to customer vulnerability. Also, contextualised complaints data will be required for retail banking, insurance, payment services and CMC firms only.