Complaints and TCF

As part of TCF you need to be able to show:

that you recognise and deal with complaints systematically and fairly
that your customers are aware of your complaints procedure
how you use complaint information to improve standards where appropriate

Under MCOB rules – and in support of TCF - you also need to report mortgage or MPPI related complaints not resolved by the end of the next business day to the FSA twice a year.

Effective complaint handling - key benefits

The FSA has indicated that effective complaints handling is likely to reduce the need for regulatory intervention.

Also, bear in mind that consumers who are unhappy often don’t complain, but they do often take their business elsewhere - or tell others about their bad experience. By using complaint statistics to improve standards you have a strong chance of improving customer loyalty across the board – and of gaining new ones.

Tips, tools and links

The TCF Info tips and tools below are designed to help you:

check your current practice against FSA requirements
start implementing TCF principles in relation to complaints if you’re not doing so already

Bear in mind that TCF Info tips and tools are guides only – you’ll need to adapt them to suit the needs of your particular business. It’s also best to check the detailed rules relevant for your business on the FSA website (please see the links at the end of page).

Complaints procedures and tracking

What counts as a complaint?
Complaints procedure: key points
Complaints procedure: at-a-glance flow chart
Complaints resolved by the end of the next business day - log
Customer complaint - report sheet
Complaints - general log sheet
Recommendation following complaint (RFC) - report sheet
RFC log – outcome/tracking

Complaints leaflet and letter templates
These links will take you to a page where you can view the example letter and then download it for own-branding.

Complaints procedure leaflet for consumer
Verbal complaint acknowledgment letter
Written complaint acknowledgment letter
Complaint 4-week holding letter
Complaint 8-week holding letter
Complaint upheld - final letter
Complaint not upheld – final letter

FSA links

Follow the links to download the FSA complaint return, and to read the FSA complaint handling rules for mortgages, PPI (and loans).

FSA Handbook Dispute Resolution: Complaints (DISP) (opens new window)
FSA Complaints Return (PDF document, 126K)
FSA complaint handling rules for mortgage business (opens new window)
Log in to the FSA Firms Online Regulatory Reporting pages (opens new window)