The challenge

Under DISP and the Consumer Duty, firms are expected not only to resolve complaints fairly and on time, but to identify and fix the root causes that generate them. Firms that treat complaints as isolated events — rather than as data — miss the systemic issues the FCA will later find for them, often during a review or thematic exercise.

What’s inside

✔ A clear map of your DISP obligations, including timescales, final response requirements and Financial Ombudsman referral rights

✔ How to build genuine root-cause analysis into your complaints process

✔ The Consumer Duty lens: turning complaints data into evidence of good customer outcomes

✔ Management information that demonstrates control to your board and the regulator

✔ How our support strengthens your process, from framework design to independent file review

Who it’s for

Any FCA-regulated firm handling retail customer complaints — and any firm wanting to turn complaints from a liability into a source of assurance.

The benefit to you

You’ll have a complaints function that not only meets DISP but actively evidences the good outcomes the Consumer Duty demands.

Key sources: the FCA’s DISP sourcebook; PRIN 2A (Consumer Duty); Financial Ombudsman Service guidance.

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