Currency: Sterling only
Units: Integers
| A | ||
|---|---|---|
| Group reporting | ||
| 1 | Does the data reported in this return cover complaints relating to more than one firm? (NB: You should always answer “No” if your firm is not part of a group.) | |
| 2 | If “Yes” then list the firm reference numbers (FRNs) of all of the additional firms included in this return. | |
| Nil return declaration | ||
| 3 | We wish to declare a nil return (If yes, leave all questions on complaints activities, including contextualisation, blank.) | |
| Return details required | ||
| 4 | Total complaints outstanding at reporting period start date. | |
| 5 | Total number of complaints opened during the reporting period. | |
| Complaints data publication by FCA | ||
| 6 | If you are reporting 1000 or more complaints, do you consent to the FCA publishing the complaints data and information on context contained in this report in advance of the firm publishing the data itself? | |
| 7 | If “Yes”, do you confirm that the complaints data and information on context contained in this report accurately reflects the information required to be published by the reporting firm under DISP? | |
| Contextualisation data | ||
| 8 | Total number of leads generated or obtained during the reporting period | |
| 9 | Total number of claims opened during the reporting period | |
Table 1
| A | B | C | D | E | F | ||
|---|---|---|---|---|---|---|---|
| Type of claim | |||||||
| Numbers of complaints during reporting period | personal injury claims | financial services or financial product claims | housing disrepair claims | claims for a specified benefit | criminal injury claims | employment-related claims | |
| 10 | Total number of complaints | ||||||
| Main focus of complaint | |||||||
| 11 | Lead generation, unsolicited marketing and cold calling | ||||||
| 12 | Quality of advice / provision of misleading information (including in advertisements) | ||||||
| 13 | Customer service issues (including call handling) | ||||||
| 14 | General administration | ||||||
| 15 | Upfront fees | ||||||
| 16 | Fee dispute (at settlement – other than one in 17 below) | ||||||
| 17 | Fees in excess of the claims management fee cap | ||||||
| 18 | Claim outcome | ||||||
| 19 | Process for obtaining and/or sharing of customer data | ||||||
| 20 | Delay in processing claim | ||||||
| 21 | Other – please provide details | ||||||
Table 2
Number of complaints closed during the reporting period (22 to 25) and complaints upheld (26)
Redress paid, in integers (27 to 30): for example, figures for redress paid should be to the nearest pound not to the nearest thousand pounds. Include all amounts in excess of the claims management fee cap, whether a refund of fees paid or a waiver of excess fees.
| 22 | Complaints closed within 3 days | |
| 23 | Complaints closed within 8 weeks, but after more than 3 days | |
| 24 | Complaints closed after more than 8 weeks | |
| 25 | Total complaints closed | |
| 26 | Complaints upheld | |
| 27 | Redress paid for upheld complaints | |
| 28 | Redress paid for complaints not upheld | |
| 29 | Redress in relation to the claims management fee cap, where this was done at the firm’s instigation rather than as the result of a complaint about the fee | |
| 30 | Total redress paid |