We will be making a number of changes to our complaint form. The changes come into effect from 1 April 2022. Financial businesses, complaints management companies and consumer organisations who keep copies of our form on file should update their records from 1 April when it will be available on our website.

We will be making a number of changes to our complaint form, which means it will look and feel different to before but most of the information we ask for is the same.

This change will come into effect from 1 April 2022 and we won’t accept our old complaint form after this date.

The changes you’ll see in the form are:

  • The design and layout of the questions will look and feel different – this is to make the form easier to read and to complete.
  • We’ve moved the section about personal or professional representatives to the end of the complaint form to separate out the consumer's personal details and information about their complaint, from the details of their representative.
  • We’ve changed the phrasing on some of our questions to help clarify the type of information we need and who needs to complete and sign the form.
  • We have amended the declaration we ask consumers to agree to before we begin processing their complaint, and the privacy notice information.

We will also be updating our online privacy notices that set out how and why we process personal information. It isn’t unusual for data controllers to update or refresh their privacy notices from time to time – since it is important that privacy notices remain accurate and up to date.

We’ll be processing the personal information of our customers on a ‘public task’ basis. This basis is mostly used by public authorities and other organisations that carry out tasks in the public interest, and simply means we’re processing data in order to carry out our official functions. As a service that’s been set up in law, we think this is an appropriate fit for most of our processing of data.

The detail about our processing of personal information is explained online in our privacy notices, we also provide online a summary of our approach in a short animation video and list of FAQs.

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