Complaints Handling Policy Template

The 29-page Complaints Handling Policy Template is an FCA-aligned guide for managing customer complaints in a reasonable and efficient manner, in accordance with the Consumer Duty. Built on DISP rules, PRIN, and 2025 FCA updates, it ensures prompt, transparent resolutions, reducing dissatisfaction and enhancing trust.

It outlines processes for logging, investigating, and resolving complaints, along with customisable templates such as complaint forms and response letters. Supporting SMCR accountability, FCA audits, and continuous improvement, it drives better customer outcomes and regulatory compliance.

Includes:

• FCA Dispute Resolution: Complaints (DISP) Sourcebook

• Financial Ombudsman Service (FOS)

• The FCA’s Consumer Duty

• General Data Protection Regulation (GDPR) & UK Data Protection Act 2018

• Complainant Eligibility Criteria

• Policy Statement

• Approach to Complaint Resolution

• Accessibility of the Complaints Process

• Receiving Complaints

• Investigating Complaints

• Resolving Complaints

• Timeframes for Handling Complaints

• Escalation Procedures for Delayed Cases

• Criteria for Fair Complaint Resolution

• Issuing the Final Response

• Offering Redress Where Applicable

• Customer’s Right to Escalate

• External Resolution

• Monitoring, Reporting and Continuous Improvement

• Training and Competence