DISP 1.5 Record keeping and reporting

A firm must make and retain records of complaints subject to DISP 1.4-DISP 1.6 for a minimum period of three years from the date of its receipt of the complaint.

A firm must provide the FSA, twice a year, with a report in the format set out in DISP 1 Annex 1R which contains (for the relevant reporting period) information about:2

1. (1)

   the total number of complaints subject to DISP 1.4 to DISP 1.6 received by the firm, broken down according to the categories and in respect of each of the generic product types described in DISP 1 Annex 1R which are relevant to the firm;2

2. (2)

   the total number of complaints subject to DISP 1.4 - DISP 1.6 closed by the firm:

   1. (a)

      within four weeks or less of receipt;

   2. (b)

      within four to eight weeks of receipt; and

   3. (c)

      more than eight weeks after receipt; and

3. (3)

   the total number of complaints subject to DISP 1.4 - DISP 1.6 outstanding at the end of the reporting period.

For the purposes of DISP 1.5.4 R:

1. (1)

   the relevant reporting periods are from 1 April to 30 September and from 1 October to 31 March each year; and

2. (2)

   reports are to be submitted to the FSA within one month of the end of the relevant reporting period.

For the purpose of DISP 1.5.4 R (2), a closed complaint is a complaint:

1. (1)

   where the firm has sent a final response; or

2. (2)

   where the complainant has indicated in writing acceptance of the firm's earlier response; or

3. (3)

   where DISP 1.4.9 R applies, provided that the complainant has not responded to the firm within eight weeks of the written response referred to in that rule.

A report under this section must be given or addressed, and delivered, in the way set out in SUP 16.3.6 R - SUP 16.3.16 G (General provisions on reporting), except that:

1. (1)

   instead of the firm's usual supervisory contact, the report should be given to or addressed for the attention of the Contact, Revenue and Information Management of the FSA; and

2. (2)

   in addition to the methods of submission of reports in SUP 16.3.9, a firm may submit a report under this section through, and in the electronic format specified in, the FSA's Complaints Reporting System.

A firm that has started but intends to stop submitting reports in electronic format under DISP 1.5.10 R (2) must first notify the Contact, Revenue and Information Management of the FSA in writing of this intention.

1If a firm is unable to submit a report in electronic format because of a systems failure of any kind, the firm must:

1. (1)

   submit its report under this section through one of the alternative methods of submission or reports in SUP 16.3.9 R; and

2. (2)

   notify the FSA, in writing and without delay, of that systems failure.

For the purpose of inclusion in the public record maintained by the FSA, a firm must:1

1. (1)

   provide the FSA, at the time of its authorisation, with details of a single contact point within the firm for complainants; and1

2. (2)

   notify the FSA of any subsequent change in those details when convenient and, at the latest, in the firm's next report under DISP 1.5.4 R.1