Complaints – MI and actions
(Outcomes 1-6)

Data measured (MI)

What this MI shows

Target

(Set by your firm. Should be what your firm believes will demonstrate TCF in relation to the six consumer outcomes)

Result

Actions

(Where target not met indicate how root cause will be investigated and recommended timescales for remedial action)

Volume of complaints

May indicate mis-selling or other failings affecting the fair treatment of customers.

Complaints against adviser/AR

As above, may reveal a training need.

Complaints by branded product

May indicate product and/or provider’s marketing material is unclear or misleading or unsuitable for the target market. This could lead to mis-selling or other unfair treatment of customers.

Complaints relating to broker information supplied

Could indicate either or both of:

• unclear or incomplete Key Facts and other documents or correspondence supplied by the broker, or in the advice given
• deficiencies in the product information provided by the provider to the broker

Complaints upheld internally – broken down by key category (see FSA list)

May reveal trends depending on the underlying reasons and the need for improvements in the relevant areas. May be a measure of the fairness of the complaints handling procedures.

Complaints not upheld internally – as above

May identify possible areas of misunderstanding (assess possible action to reduce this). May indicate unfairness in the complaints handling process.

Volume and percentage of complaints referred to FOS

External measure of complaints handling process.

Percentage of complaints to FOS upheld

May indicate unfairness in the firm’s complaints handling process.

Percentage of complaints to FOS not upheld

May be indicative that a firm’s complaints handling process is fair and resulting in the right outcomes.

Percentage of complaints acknowledged within 5 day deadline

Performance measurement of timeliness of complaints handling process.

Percentage of complaints resolved within 5 days

Performance measurement/complaints being handled in a fair and timely manner.

Percentage of complaints resolved within 4 weeks

Performance measurement/complaints being handled in a fair and timely manner.

Percentage of complaints resolved within 8 weeks

Performance measurement/complaints being handled in a fair and timely manner.

Number of RFCs raised (‘Recommendation following complaint’)

Action being taken to improve standards. (For more information on RFCs see the section Complaints tips and tools) Could be evidence of a TCF culture and embedding.

Number of RFCs resulting in a change to procedure or policy

Action taken to improve standards/reduce complaints. Could be evidence of a TCF culture and embedding.