CP25/13: Improving the complaints reporting process

Read CP25/13 (PDF)

Why we consulted

In line with our 5-year strategy to become a smarter regulator, we want to simplify how regulated firms report complaints to us, make the process more efficient, effective and consistent, and improve the quality of the data we collect. 

This consultation paper (CP) explains the improvements we propose to make to our data collection and why. We also discuss how our proposals should improve firms’ experience of reporting complaints, and the broader benefits we expect for consumers. 

Who this is for 

This CP will be of interest to: 

• Regulated firms that report complaints data.
• Relevant trade bodies and representative groups.
• Consumers and their representatives, who use the complaints data we publish. 

Next steps 

This consultation has now closed. We will publish feedback on responses and issue a policy statement once we have reviewed your comments.

Background 

We have collected complaints data from regulated firms since 2002. Complaints data is useful to help us understand market trends, identify current or emerging harms to consumers, and improve our understanding of consumer complaint outcomes. 

We have not conducted a wholesale review of our complaints data collection since 2015. At that time, we made significant changes to the complaints reporting process for firms. Since then, our regulatory remit has expanded to cover new areas of activity. In some cases, these areas of activity have adopted their own complaints reporting processes, potentially duplicating work and creating inefficiency. 

Our proposed changes seek to reduce unnecessary reporting burdens on firms and improve our ability to detect and tackle consumer harm.