The FCA has updated its ‘Reporting complaints’ web page to remind firms about the upcoming changes to complaints reporting and to outline the next steps that firms should take. From 1st January 2027, there will be a single, unified complaints return to replace five of the existing complaints returns (DISP 1 Annex 1, Consumer Credit Return (CCR) Funeral Plans (FP) Claims Management Companies (CMCs) Electronic Money and Payment Services Return (PSR)).
- If your firm is affected by these changes, you will need to make the appropriate internal process and system changes to meet the requirements set out in PS25/19. You should ensure you are collecting the new individual data points from 1st January 2027.
- View the future reporting rules in the DISP Handbook by using the timeline feature. To find out more about viewing different versions of the Handbook, see Using the Timeline.
- See the new list of products and complaint types.
- The FCA is continuing to develop supporting materials for the new return, including Data Reference Guides containing XML specifications and details of validation rules. These documents will be published on the RegData Resources page when available, and the FCA intends to provide an update on timings here by the end of August 2026. Once ready, the new form will be made available in the RegData Industry Test Environment. You can register for the test environment by emailing RegDataTest@fca.org.uk. The FCA will hold engagement sessions to present the new complaints return design. If you wish to participate, you should contact your trade body.