The Dispute Resolution (DISP) rules require firms to send us reports on volumes of complaints. Find out how to submit one.
You should report complaints online through RegData[1] (our reporting system for collecting, validating and storing regulatory data).
Credit unions can use the standard paper form (PDF, 123KB, 4 pages) since their complaints reporting is governed by CREDS (as opposed to DISP) requirements.
Read more about RegData and how to register for the service.
Read the DISP rules[2] in the Handbook.
There are Video Guides[3] and a Reader’s Guide[4] available, as well as a Navigation Guide[5], if this is your first time using the Handbook.
Upcoming changes on how to report complaints
From 1 January 2027, there will be a single, unified complaints return to replace 5 of the existing complaints returns: (DISP 1 Annex 1, Consumer Credit Return (CCR) Funeral Plans (FP) Claims Management Companies (CMCs) Electronic Money and Payment Services Return (PSR)).
Who this applies to
FCA-authorised firms subject to DISP rules, including:
- banks and building societies
- insurance firms (life and general insurers)
- investment firms
- mortgage lenders and intermediaries
- retail financial services providers (eg pensions, retail investment firms)
- consumer credit firms
- payment services and e-money firms
- complaint management companies
- funeral plan providers
Preparing for these changes
If your firm is affected by these changes, you will need to make the appropriate internal process and system changes to meet the requirements set out in PS25/19[6]. You should ensure you are collecting individual data points from 1 January 2027.
View the future reporting rules[7] in the DISP Handbook by using the timeline feature. To find out more about viewing different versions of the Handbook, see Using the Timeline[8].
See the new list of products and complaints types[9].
Key reporting changes for affected firms
- Reporting will be on a fixed 6-month and calendar-year basis, with the first reporting period being 1 January 2027 to 30 June 2027.
- Based on permissions, you will only need to complete the sections of the new return relevant to your regulated activities.
- The option to report nil complaints will be provided upfront.
- Group reporting has been removed. Reporting will be at individual legal entity level.
- Revised taxonomy, reflecting modern products and services. Reducing reliance on reporting against 'Other'.
- Reporting vulnerable customer data for 2 specific data points:
- Where you identify a customer is in vulnerable circumstances, regardless of how this was disclosed.
- All complaints relating to or caused by your failure to consider or respond to a customer’s vulnerability.
- Contextualised complaints data will be required for retail banking, insurance, payment services and CMC firms only.
Next steps
We are continuing to develop supporting materials for the new return, including Data Reference Guides containing XML specifications and details of validation rules.
These documents will be published on the RegData Resources page[10] when available. We intend to provide an update on timings here by the end of August 2026.
Once ready, the new form will be made available in the RegData Industry Test Environment. You can register for the test environment by emailing [email protected].
We will hold engagement sessions to present the new complaints return design. If you wish to participate, you should contact your trade body.