DISP 1 Annex 1 Complaints return form

‘Focus of the complaint’ means any of the following, broken down by sectoral unit:

1. (1) banking and savings:
   1. (a) access to product (including temporary restrictions);
   2. (b) irresponsibility of lending and/or unaffordability of product;
   3. (c) mis-sale;
   4. (d) product features or performance;
   5. (e) price, sums, fees and charges;
   6. (f)  errors/not following instructions;
   7. (g) delays/timescales;
   8. (h) financial difficulties;
   9. (i)  general administration and customer support during product life;
   10. (j)  information provision or content;
   11. (k) fraud; and
   12. (l)  other;
2. (2) mortgages and home finance:
   1. (a) product features or performance;
   2. (b) price, sums, fees and charges;
   3. (c) advising, selling and arranging – inappropriate advice;
   4. (d) advising, selling and arranging – other issues during application stage;
   5. (e) general administration and customer support during product life – errors/not following instructions;
   6. (f)  general administration and customer support during product life – delays/timescales;
   7. (g) general administration and customer support during product life – other;
   8. (h) financial difficulties;
   9. (i)  information provision or content; and
   10. (j)  other;
3. (3) general insurance and pure protection:
   1. (a) unsuitable advice;
   2. (b) mis-selling/non-disclosure/misrepresentation;
   3. (c) product information disclosure;
   4. (d) customer service and policy administration;
   5. (e) product performance/features;
   6. (f)  product fair value;
   7. (g) fees and charges;
   8. (h) claims handling and delays;
   9. (i)  claim outcome; and
   10. (j)  other;
4. (4) retirement savings and decumulation:
   1. (a) provision of targeted support and/or unsuitable advice;
   2. (b) unclear guidance/arrangement;
   3. (c) disputes over sums/charges;
   4. (d) product performance/features;
   5. (e) product disclosure information;
   6. (f)  errors/not following instructions;
   7. (g) delays/timescales;
   8. (h) other general admin/customer service;
   9. (i)  arrears-related; and
   10. (j)  other; and
5. (5) investments:
   1. (a) provision of targeted support and/or unsuitable advice;
   2. (b) unclear guidance/arrangement;
   3. (c) disputes over sums/charges;
   4. (d) product performance/features;
   5. (e) product disclosure information;
   6. (f)  errors/not following instructions;
   7. (g) delays/timescales;
   8. (h) other general admin/customer service; and
   9. (i)  other.

‘Service provided’ is broken down by sectoral unit and includes any of the following:

1. (1) banking and savings:
   1. (a) current accounts;
   2. (b) basic current accounts;
   3. (c) business current accounts;
   4. (d) personal current accounts;
   5. (e) overdrafts;
   6. (f) packaged accounts;
   7. (g) savings – cash ISAs;
   8. (h) cash ISAs – easy access (instant/no-notice withdrawal accounts);
   9. (i) cash ISAs – restricted access (notice period/fixed);
   10. (j) savings – non-ISAs;
   11. (k) non-ISAs – easy access (instant/no-notice withdrawal accounts);
   12. (l) non-ISAs – restricted access (notice period/fixed); and
   13. (m) other banking and savings;
2. (2) mortgages and home finance:
   1. (a) regulated first charge mortgage;
   2. (b) regulated second charge mortgage;
   3. (c) regulated bridging loan;
   4. (d) regulated equity release (lifetime mortgage or home reversion plan);
   5. (e) regulated home purchase plan;
   6. (f) regulated sale and rent back;
   7. (g) unregulated buy to let mortgage; and
   8. (h) other unregulated home finance products;
3. (3) general insurance and pure protection:
   1. (a) general insurance:
      1. (i) alloy wheel insurance;
      2. (ii) bicycle insurance;
      3. (iii) building warranties;
      4. (iv) buildings and contents insurance;
      5. (v) buildings insurance;
      6. (vi) business protection insurance;
      7. (vii) car hire excess insurance;
      8. (viii) card protection insurance;
      9. (ix) commercial combined/package insurance;
      10. (x) commercial property insurance;
      11. (xi) commercial vehicle or fleet insurance;
      12. (xii) contents insurance;
      13. (xiii) cyber insurance – personal;
      14. (xiv) cyber insurance – commercial;
      15. (xv) electrical warranties;
      16. (xvi) engineering insurance;
      17. (xvii) furniture warranties;
      18. (xviii) gadget (including mobile phone) insurance;
      19. (xix) guaranteed asset protection insurance;
      20. (xx) healthcare cash plan – individual;
      21. (xxi) healthcare cash plan – group;
      22. (xxii) home emergency insurance;
      23. (xxiii) key cover;
      24. (xxiv) legal expenses insurance;
      25. (xxv) liability insurance;
      26. (xxvi) marine insurance;
      27. (xxvii) missed event insurance;
      28. (xxviii) motor insurance;
      29. (xxix) motor warranties;
      30. (xxx) motorcycle insurance;
      31. (xxxi) personal accident insurance;
      32. (xxxii) pet insurance;
      33. (xxxiii) private medical or dental insurance – individual;
      34. (xxxiv) private medical or dental insurance – group;
      35. (xxxv) travel insurance;
      36. (xxxvi) tyre cover;
      37. (xxxvii) vehicle breakdown insurance;
      38. (xxxviii) wedding and party insurance;
      39. (xxxix) vehicle cosmetic insurance
      40. (xl) other general insurance – individual; and
      41. (xli) other general insurance – group;
   2. (b) pure protection insurance:
      1. (i) accelerated critical illness insurance – individual;
      2. (ii) accident sickness and unemployment insurance;
      3. (iii) business insurance – life/critical illness/income protection;
      4. (iv) critical illness insurance – group;
      5. (v) income protection insurance – group;
      6. (vi) income protection insurance – individual;
      7. (vii) life insurance – group;
      8. (viii) over 50s whole of life insurance;
      9. (ix) payment protection insurance;
      10. (x) standalone critical illness insurance – individual;
      11. (xi) term assurance (life) – individual;
      12. (xii) terminal illness rider;
      13. (xiii) underwritten non unit linked whole of life insurance;
      14. (xiv) other pure protection insurance – individual; and
      15. (xv) other pure protection insurance – group;
4. (4) retirement savings and decumulation:
   1. (a) retirement savings:
      1. (i) defined contribution (DC) workplace pensions;
      2. (ii) DC non-workplace pensions;
      3. (iii) qualifying recognised overseas pension scheme (QROPS);
      4. (iv) trust-based pensions (eg, occupational and defined benefit (DB));
      5. (v) pensions dashboard services; and
      6. (vi) other retirement savings; and
   2. (b) decumulation:
      1. (i) lifetime annuity (standard);
      2. (ii) lifetime annuity (impaired);
      3. (iii) fixed term annuity;
      4. (iv) immediate needs annuity (care);
      5. (v) with profit annuity (lifetime, fixed term, immediate needs);
      6. (vi) drawdown (including pension commencement lump sums (PCLS));
      7. (vii) uncrystallised funds pension lump sum (UFPLS); and
      8. (viii) other decumulation; and
5. (5) investments:
   1. (a) with-profit bonds;
   2. (b) non-profit unit linked (UL) bonds;
   3. (c) fixed-rate bonds;
   4. (d) onshore investment bonds;
   5. (e) offshore investments bonds;
   6. (f) endowments;
   7. (g) qualifying savings plans/maximum investment plans;
   8. (h) UL whole of life (reviewable);
   9. (i) stocks and shares ISA;
   10. (j) personal equity plans (PEPs);
   11. (k) listed shares/equities;
   12. (l) investment trusts;
   13. (m) tradeable bonds (corporate and government);
   14. (n) unit trusts;
   15. (o) OEIC;
   16. (p) UCITS;
   17. (q) ETF;
   18. (r) structured products;
   19. (s) discretionary management services;
   20. (t) non-discretionary management services (including share-dealing);
   21. (u) platforms;
   22. (v) crowdfunding;
   23. (w) peer to peer;
   24. (x) innovative finance ISA;
   25. (y) enterprise investment scheme (EIS) / seed enterprise investment scheme (SEIS);
   26. (z) foreign exchange (FX);
   27. (za) CFD;
   28. (zb) spread betting;
   29. (zc) derivatives;
   30. (zd) overseas recognised schemes; and
   31. (ze) other investment products/funds.

‘Contextualisation metrics’ includes any of the following, which are attributed to the above sector units:

1. (1) banking and savings:
   1. (a) number of accounts by service provided; and
   2. (b) number of complaints opened per 1000 accounts;
2. (2) mortgages and home finance:
   1. (a) number of balances outstanding by service provided;
   2. (b) intermediation – number of sales by service provided;
   3. (c) number of complaints opened per 1000 balances outstanding; and
   4. (d) intermediation – number of complaints opened per 1000 sales; and
3. (3) general insurance and pure protection:
   1. (a) insurers – number of policies in force by service provided to individuals;
   2. (b) intermediaries and managing general agents (MGAs) – number of policies sold by service provided to individuals;
   3. (c) insurers – number of beneficiaries by service provided to groups; and
   4. (d) intermediaries and MGAs – number of beneficiaries by service provided to groups.

‘Service provided’ includes any of the following:

1. (1) direct debits;
2. (2) standing orders;
3. (3) pre-paid cards and e-money payments;
4. (4) credit cards;
5. (5) credit transfer – BACS;
6. (6) credit transfer – CHAPS;
7. (7) credit transfer – international;
8. (8) credit transfer – FPS;
9. (9) credit transfer – single euro payments area (SEPA);
10. (10) credit transfer – ‘on us’;
11. (11) money remittance;
12. (12) debit cards/cash cards;
13. (13) payment initiation services – single immediate payments;
14. (14) payment initiation services – variable recurring payments (sweeping);
15. (15) payment initiation services – variable recurring payments (non-sweeping);
16. (16) account information services;
17. (17) ATM withdrawals;
18. (18) merchant acquiring;
19. (19) other payment services; and
20. (20) e-money (issuing / distributing / redeeming).

‘Focus of the complaint’ means any of the following: 

1. (1) account access – operational disruption (including IT issues);
2. (2) account access – customer due diligence checks and/or application declined;
3. (3) account access – app functionality issues;
4. (4) payment delays – operational disruptions (including IT issues);
5. (5) payment delays – customer due diligence checks;
6. (6) account closures/terminations;
7. (7) account operation – blocks and suspensions;
8. (8) administration or customer service;
9. (9) chargebacks;
10. (10) charges, fees and commission;
11. (11) continuous payment authorities – cancellation issues and disputed payments;
12. (12) digital wallets – card/account takeover fraud;
13. (13) fraud – authorised push payments (APP) – ‘on us’;
14. (14) fraud – APP – FPS;
15. (15) fraud – APP – CHAPS;
16. (16) fraud –APP – international payments;
17. (17) fraud – APP – open banking;
18. (18) fraud – unauthorised payments;
19. (19) fraud – payment initiation services;
20. (20) fraud – other;
21. (21) incorrect credit records;
22. (22) inaccurate customer data;
23. (23) misuse of customer data;
24. (24) breach of customer data – open banking;
25. (25) breach of customer data – excluding open banking;
26. (26) account information services disruption – operational disruption (including IT issues);
27. (27) account information services disruption – customer due diligence checks;
28. (28) payment initiation services disruption – operational disruption (including IT issues);
29. (29) payment initiation services disruption – customer due diligence checks;
30. (30) disputed transactions – card payments;
31. (31) disputed transactions – payment initiation services;
32. (32) disputed transactions – other payment types;
33. (33) misleading/unclear information on open banking services;
34. (34) misleading/unclear financial promotions;
35. (35) misleading/unclear customer contracts or terms and conditions;
36. (36) misleading/unclear pricing for FX remittance services;
37. (37) services provided by agents and distributors; and
38. (38) other.

‘Focus of the complaint’ means any of the following:

1. (1) unsuitable advice;
2. (2) dispute over fees/charges;
3. (3) not carrying out instructions;
4. (4) delays;
5. (5) customer service;
6. (6) funeral service – delivery; and
7. (7) other.

‘Focus of the complaint’ means any of the following:

1. (1) price, sums, fees and charges;
2. (2) other product design;
3. (3) information provision or content (including commission);
4. (4) irresponsibility of lending and/or unaffordability of product;
5. (5) suitability of product;
6. (6) other product sale;
7. (7) access to product (including temporary restrictions);
8. (8) return of goods;
9. (9) claims under section 75 of the Consumer Credit Act (CCA);
10. (10) financial difficulties;
11. (11) other product performance, general administration and customer support;
12. (12) incorrect credit records (not fraud related);
13. (13) fraud; and
14. (14) other.

‘Service provided’ includes any of the following:

1. (1) lending for the purpose of business;
2. (2) finance for motor vehicles;
3. (3) finance for insurance premiums;
4. (4) RTO agreements;
5. (4A) regulated deferred payment credit agreements;
6. (5) other finance for goods or services;
7. (6) home credit loan agreements;
8. (7) high-cost short-term credit;
9. (8) pawn agreements;
10. (9) bill of sale loan agreements;
11. (10) guarantor loans;
12. (11) other cash loans;
13. (12) running-account credit linked to a payment network (including credit cards);
14. (13) retail revolving credit;
15. (14) running-account credit for money transfers only;
16. (15) other running-account credit;
17. (16) debt purchase;
18. (17) other indeterminate lending;
19. (18) consumer hire of motor vehicles;
20. (19) consumer hire of other goods;
21. (20) credit broking;
22. (21) debt adjusting and debt counselling;
23. (22) debt collecting and debt administration;
24. (23) providing credit information services;
25. (24) providing credit references; and
26. (25) operating an electronic system in relation to lending.

‘Focus of the complaint’ means any of the following:

1. (1) customer sourcing and/or marketing;
2. (2) obtaining and/or sharing customer data;
3. (3) claim administration;
4. (4) claim outcome;
5. (5) client money handling;
6. (6) upfront fees;
7. (7) fees in excess of claims management fee cap;
8. (8) fees dispute or payment difficulties;
9. (9) customer service; and
10. (10) misleading information or advice.

‘Area of law’ includes any of the following:

1. (1) personal injury;
2. (2) financial services or financial product;
3. (3) housing disrepair;
4. (4) specified benefit;
5. (5) criminal injury; and
6. (6) employment-related.