FCA Compliance · Financial Services
FCA Complaint Handling Software
ResolveCX enforces FCA DISP complaint timelines, generates Financial Ombudsman Service-ready audit records, and provides the Consumer Duty evidence base the FCA requires, as part of normal operations, not as an afterthought when the regulator asks.
Final Response Deadline
DISP 1.614 days
6 of 8 weeks elapsed · Response overdue risk
The regulatory framework
What FCA DISP Requires From Complaint Handling
FCA DISP (Dispute Resolution: Complaints) sets out mandatory requirements for how regulated firms must receive, handle, and respond to customer complaints. Non-compliance creates regulatory, financial, and reputational risk.
DISP 1.3: Complaint Acknowledgement
Firms must acknowledge complaints in writing within 5 business days. ResolveCX automates acknowledgement dispatch and timestamps the event within the case record, creating an auditable proof point against the regulatory deadline.
DISP 1.6: Final Response Deadline
A final response must be issued within 8 weeks, informing the customer of the outcome and their FOS referral rights. ResolveCX tracks the 8-week window from first receipt, alerts case owners at configurable intervals, and escalates automatically when the deadline approaches.
DISP 1.9: Complaint Record-Keeping
Firms must retain complete complaint records for 3 years (5 years for MiFID business). ResolveCX stores an immutable case record from the moment a complaint is created, accessible for audit without reconstruction.
Consumer Duty: Good Outcomes Evidence
Under Consumer Duty, firms must demonstrate complaint handling delivers good customer outcomes. ResolveCX's audit trails, decision logs, and AI-assisted handling provide the structured evidence base the FCA expects in supervisory reviews.
CONC 13: Vulnerable Customer Identification
FCA rules require firms to consider whether customers may be in vulnerable circumstances. ResolveCX detects vulnerability signals on intake and routes affected contacts to trained specialists, creating a documented audit trail of how vulnerability was identified and acted upon.
The compliance risk
What Non-Compliance With FCA Complaint Rules Costs
FCA DISP failures are not administrative shortcomings. They create direct financial exposure, regulatory enforcement risk, and reputational damage that compounds with each unresolved case.
Regulatory Fines and Enforcement Action
The FCA can fine firms for systematic DISP failures. Firms that cannot produce complete complaint records, evidence of timely responses, or fair outcome documentation face enforcement action, public censure, and reputational damage.
FOS Referral Rates and Uphold Rates
Poor complaint handling directly increases the volume of FOS referrals and the proportion upheld against the firm. Each upheld case carries a case fee, management time, and reputational cost. Structured handling reduces avoidable FOS escalation.
Consumer Duty Supervisory Review
The FCA's Consumer Duty requires firms to monitor and evidence good outcomes. Complaint handling data is a primary evidence source in supervisory reviews. Firms without structured, data-rich complaint records are exposed in any FCA engagement.
FOS Redress and Compensation Costs
When complaints are upheld at the FOS, firms must pay redress and may face consequential compensation orders. Unresolved systemic issues, which structured problem management would surface and close, generate repeated FOS liability.
The solution
How ResolveCX Satisfies FCA Complaint Handling Requirements
ResolveCX is purpose-built for regulated complaint environments. Every capability is designed to meet the FCA's requirements for complaint governance, evidence, and outcome quality, by default.
DISP-Aligned Complaint Workflows
Complaint acknowledgement, response, and escalation timelines are configured to match FCA DISP requirements. The platform enforces the regulatory timeline on every applicable case automatically, with no manual SLA management required.
Immutable Audit Records
Every interaction, decision, escalation, and communication is logged immutably against the complaint case. Audit evidence is generated as part of normal operations, not reconstructed when the FCA or FOS requests it.
AI Vulnerability Detection
Inbound complaints are analyzed for FCA vulnerability indicators on receipt. Identified contacts route to specialist handlers with a documented vulnerability flag, providing auditable evidence of Consumer Duty-aligned handling.
FOS Submission Package
Cases are structured to produce complete, exportable complaint records suitable for Financial Ombudsman Service submission, including the full case timeline, decision rationale, and supporting evidence.
Consumer Duty Outcome Reporting
Complaint outcome data, resolution rates, FOS referral volumes, and vulnerability handling metrics feed directly into Consumer Duty monitoring dashboards, providing the evidence base for FCA supervisory requests.
Complaint Root-Cause Closure
Recurring complaints are automatically identified and grouped into structured problem investigations. Root-cause analysis and corrective action tracking ensure that patterns driving FOS referrals are formally investigated and eliminated.
Product Feature
Complaint Management
Full complaint lifecycle management with DISP-aligned workflows, SLA enforcement, and audit-ready records.
Industry
Financial Services
ResolveCX for banking, fintech, lending, and wealth management: the complete regulated CX platform.
Landing Page
Complaint Management for Financial Services
FCA DISP-aligned complaint management built for banks, insurers, and fintech: DISP deadlines, FOS records, and Consumer Duty evidence.
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Regulatory FAQs
FCA Complaint Handling: Common Questions
FCA Compliance
FCA DISP Compliance Built Into Every Complaint
See how ResolveCX enables regulated financial firms to meet FCA complaint handling requirements without additional compliance overhead.