Step 01 / Choose your firm type

Every complaint logged, timed and reported.

Choose your firm type. The timelines and the return differ by sector, so each edition has the deadlines and reporting that apply to it.

  1. Choose sector
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  3. Download
What kind of firm are you?

You can change your selection at any point.

4 sector editions + generic

Not sure which applies? Choose the closest fit.

View worked example

These are examples to adapt, not a determination of the timelines or reporting that apply to your firm. The workbook counts what you record; it does not file the FCA complaints return.

FCA-authorised firms. This pack follows DISP 1, the complaints handling rules for FCA-authorised firms, payment institutions and e-money issuers. The deadlines are eight weeks for most complaints and 15 business days (35 in exceptional circumstances) for payment services and e-money complaints.

Cryptoasset businesses. There is no crypto edition. DISP 1 applies to a firm in respect of complaints concerning its activities (DISP 1.1.3R(1)), and the Financial Ombudsman Service can consider complaints about regulated activities, payment services and the other activities listed in DISP 2.3.1R. A business that is registered only under the Money Laundering Regulations is not carrying on those activities by virtue of that registration, so in our reading DISP 1 and the Ombudsman's compulsory jurisdiction do not apply to it. That can change if the business also holds a Part 4A permission, offers payment services, or when the cryptoasset regime is brought into the Handbook, so check your permissions and the current Handbook. If you are in scope for any of those, use the generic edition.

Read our guide to FCA complaints handling or try the DISP complaints tool.