Complaints Checker (DISP)
Stay on track with DISP timelines, mandatory content, and root-cause analysis
Why This Tool Exists
Missing DISP deadlines is one of the most common causes of FOS upheld complaints and FCA supervisory action. Firms routinely miscalculate the 8-week deadline, forget to send holding letters, or issue final responses missing mandatory FOS referral rights. This tool eliminates those errors by auto-calculating every deadline and flagging missing content before you send.
Who This Tool Is For
Newly authorised firms
Setting up complaints processes for the first time and needing DISP-compliant templates
Consumer credit firms
Handling high volumes of complaints with tight 8-week deadlines and FOS exposure
Insurance brokers
Managing product complaints where manufacturer vs distributor responsibility is unclear
Compliance officers
Auditing existing complaints handling against current DISP requirements
How to Use This Tool
Enter the complaint receipt date
Input the date the complaint was received to calculate all DISP deadlines automatically, including the 5 business day acknowledgement and 8-week final response windows.
Select the complaint category
Choose the complaint type to receive tailored guidance on root cause analysis, relevant FCA handbook references, and sector-specific requirements.
Review your compliance checklist
The tool generates a personalised checklist covering mandatory letter content, FOS referral rights text, record-keeping requirements, and DISP reporting obligations.
Common Mistakes This Tool Prevents
Sending a final response without FOS referral rights information
How this tool helps: Generates mandatory FOS referral text that must appear in every final response letter
Treating the 8-week deadline as calendar days instead of working correctly with business days
How this tool helps: Calculates exact deadlines accounting for weekends and bank holidays
Not sending a holding letter when the complaint cannot be resolved within 8 weeks
How this tool helps: Flags when a holding letter is required and provides template content
Failing to categorise complaints for root cause analysis and DISP returns
How this tool helps: Prompts categorisation aligned with FCA complaint categories for annual returns
Related Guidance
Need a Complaints Handling Framework?
Our compliance team can review your existing complaints process, design DISP-compliant procedures, train your staff, and prepare your firm for FOS referrals — so you handle every complaint correctly from day one.
About the Complaints Checker (DISP)
DISP (Dispute Resolution: Complaints) sets out the FCA's requirements for handling complaints fairly and efficiently. Breaching DISP timelines or failing to provide mandatory information can result in FOS referrals, upheld complaints, and regulatory scrutiny.
Key DISP requirements this tool helps you comply with:
- 5 business days: Acknowledge complaint (or issue final response if resolved sooner)
- 8 weeks: Issue final response (or explain delay and provide FOS referral rights)
- Final response content: Decision, reasoning, redress (if applicable), FOS referral information
- Record-keeping: 5 years retention, root-cause analysis, DISP reporting to FCA
Financial Ombudsman Service (FOS)
If a customer is dissatisfied with your final response, they can refer the complaint to FOS within 6 months. FOS can:
- • Award compensation up to £430,000 (from 1 April 2024)
- • Order you to take specific actions (e.g., amend records, apologize)
- • Publish decisions that damage your reputation
- • Refer systemic issues to the FCA for investigation
FOS decisions are binding on firms (but not customers). Refusing to comply can result in FCA enforcement action.
Root Cause Analysis & Learning from Complaints
The Consumer Duty requires firms to act on complaints to drive improvements. You should:
- • Categorize complaints by root cause, not just subject matter
- • Track trends: are complaints increasing in specific areas?
- • Identify systemic issues: repeated complaints may indicate product/process failures
- • Take action: implement changes to prevent recurrence
- • Report to board: senior management must understand complaint drivers and actions
Need Complaints Handling Support?
We can review your complaints processes, prepare responses to FOS, implement root-cause analysis frameworks, and train your complaints handling team.
Book Free Consultation →