This tool is for financial businesses to use. It provides a way for businesses to check the information they should send to us as part of a complaint or case file. It covers specific types of complaint we tend to see most often, across a range of industry sectors. It also provides links to further information to read more detail about our approach.
When a complaint is referred to us, we ask financial businesses to provide information so that we can investigate what’s happened. We expect financial businesses to:
- refer to the information we publish and to ensure they are providing the relevant information we need when we request a file
- help us deal with cases promptly, by providing us with the information we need as soon as possible
We may also request further information than listed here, depending on the type of complaint and the circumstances.
To help businesses understand our process, we publish information about how we handle complaints. We also publish the information we expect businesses to share if they have been asked to send us information about a case but think the complaint is outside of our jurisdiction.
Click the answer that applies to make a start.
Answering the questions in the online tool is not a formal assessment of the complaint you received and your answers are not recorded.