Complaints Checker (DISP)
Stay on track with DISP timelines, mandatory content, and root-cause analysis
About the Complaints Checker (DISP)
DISP (Dispute Resolution: Complaints) sets out the FCA's requirements for handling complaints fairly and efficiently. Breaching DISP timelines or failing to provide mandatory information can result in FOS referrals, upheld complaints, and regulatory scrutiny.
Key DISP requirements this tool helps you comply with:
- 5 business days: Acknowledge complaint (or issue final response if resolved sooner)
- 8 weeks: Issue final response (or explain delay and provide FOS referral rights)
- Final response content: Decision, reasoning, redress (if applicable), FOS referral information
- Record-keeping: 5 years retention, root-cause analysis, DISP reporting to FCA
Financial Ombudsman Service (FOS)
If a customer is dissatisfied with your final response, they can refer the complaint to FOS within 6 months. FOS can:
- • Award compensation up to £430,000 (from 1 April 2024)
- • Order you to take specific actions (e.g., amend records, apologize)
- • Publish decisions that damage your reputation
- • Refer systemic issues to the FCA for investigation
FOS decisions are binding on firms (but not customers). Refusing to comply can result in FCA enforcement action.
Root Cause Analysis & Learning from Complaints
The Consumer Duty requires firms to act on complaints to drive improvements. You should:
- • Categorize complaints by root cause, not just subject matter
- • Track trends: are complaints increasing in specific areas?
- • Identify systemic issues: repeated complaints may indicate product/process failures
- • Take action: implement changes to prevent recurrence
- • Report to board: senior management must understand complaint drivers and actions
Need Complaints Handling Support?
We can review your complaints processes, prepare responses to FOS, implement root-cause analysis frameworks, and train your complaints handling team.
Book Free Consultation →