The FCA has made a number of changes to complaint handling reporting requirements in its Handbook Notice 28.

The main changes are as follows:

  • Recognising the significant systems changes required to meet the new reporting requirements, the FCA has decided to delay the commencement of the complaints reporting and publication rules to reporting periods which start on or after 30 June 2016.
  • For complaints reporting periods which start on or before 29 June 2016, firms will report and publish information using the current rules and forms and will not need to report complaints which they consider to be resolved by close of the business day following receipt (as is currently the case).
  • Firms will need to comply with the new rules from 30 June 2016 to complaints resolved by the third business day following receipt, including sending eligible complaints a summary resolution communication.