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Information we need from financial businesses

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.

Which industry area have you received a complaint about?
Which type of insurance product is the complaint about?
What is the complaint about?

For complaints about mis-sale, administration or misrepresentation, you will need to provide us with:

  • policy schedule
  • policy certificate
  • full policy terms
  • contact records
  • full sales journey
  • recordings of the sales calls
  • underwriting information/criteria
  • broker terms and conditions

You can read more about our approach to handling complaints about motor insurance or take a look at how we deal with complaints about misrepresentation and non-disclosure.

For complaints about the price of the policy, you will need to provide us with: 

  • policy schedule
  • policy certificate
  • full policy terms
  • contact records
  • underwriting information
  • premium calculation breakdown

You can read more about how we deal with complaints  insurance pricing and renewal or take a look at the information we publish about the range of motor insurance complaints  we see.

For complaints about telematics (black box) insurance, you will need to provide us with:

  • policy schedule
  • policy certificate
  • full policy terms
  • contact records
  • driving data

You can read more about how we deal with complaints about telematics (black box) insurance or take a look at the information we publish about the range of motor insurance complaints  we see.

For complaints about insurance claims, you will need to provide us with:

  • policy schedule
  • policy certificate
  • full policy terms
  • contact records
  • claim forms and notes
  • a timeline of what’s happened
  • engineer/expert reports
  • vehicle valuations – print outs, PDFs or screenshots of the valuations obtained from the guides showing the registration number, mileage and which guide it is

You can read more about how we deal with fault claims and no-claims bonuses or take a look at the information we publish about the range of motor insurance complaints we see.  

What is the complaint about?

For complaints about Covid-19, you will need to provide us with:

  • policy schedule
  • policy certificate
  • full policy terms 
  • IPID
  • if the customer claimed a refund from their airline, tour operator or hotel or claimed under section 75 of the CCA or requested a chargeback
  • when the holiday, trip or flight was booked
  • what type of holiday it was (for example package holiday, flight only or flight and hotel)
  • how the customer paid for it (for example credit card, BACS or debit card)
  • when the insurance policy was taken out
  • what type of policy the customer had (annual or single trip)
  • the intended date of travel

For complaints that are specifically about refund of premium because of Covid-19, you will need to provide us with:

  • the base premium
  • any additional premiums for declared medical conditions
  • IPID
  • a breakdown of how the refund has been calculated
  • the proportion of the premium which covers pre-travel issues and post-travel issues
  • confirmation of whether an excess waiver premium was paid and has been refunded (please explain why it has/hasn’t been refunded)
  • the relevant policy terms relied upon to calculate the refund

You can read more about how we deal with travel insurance complaints.

For complaints about medical expenses and repatriation, you will need to provide us with:

  • policy schedule
  • policy certificate
  • IPID
  • full policy terms
  • a timeline of the repatriation process
  • medical reports from the treating hospital (in English)
  • copies of the fit to fly certificates
  • the full assistance file and/or claims handling notes
  • reports/notes from the insurer’s medical team
  • copies of call recordings
  • copies of relevant quotes, for example for treatment or air ambulance

You can read more about how we deal with complaints about medical expenses and repatriation or take a look at the information we publish about the range of travel insurance complaints we see.

For complaints about baggage or possessions, you will need to provide us with:

  • policy schedule
  • policy certificate
  • IPID
  • full policy terms
  • a copy of the claims notes
  • any police reports that have been provided
  • any proof of ownership that has been provided

You can read more about our approach to handling travel insurance complaints including complaints about policy excess and limits and mis-sold policies. 

For complaints about medical claims, you will need to provide us with:

  • policy schedule
  • policy certificate
  • IPID
  • full policy terms
  • a copy of the claims notes and the medical assistance company notes
  • a copy of any invoices/receipts if available
  • any medical reports (in English)

You can read more about how we deal with complaints about medical expenses and repatriation or take a look at the information we publish about the range of travel insurance complaints we see.

For complaints about curtailment, you will need to provide us with:

  • policy schedule
  • policy certificate
  • IPID
  • full policy terms
  • a copy of the claims notes
  • a copy of the medical assistance company notes.
  • if the complaint is about the customer failing to contact you before curtailing, we’d need to see information about what you would have done had you been contacted at the time
  • any medical evidence (in English)
  • the customer’s account of what happened when they contacted you

You can read more about how we deal with complaints about curtailment or take a look at the information we publish about the range of travel insurance complaints we see.

For complaints about mis-sale, misrepresentation or withdrawn cover, you will need to provide us with:

  • policy terms and conditions – from the correct time (the date of the event leading to the complaint
  • policy schedule
  •  IPID
  • policy renewal documentation if appropriate
  • whether it was an advised or non-advised sale
  • call recordings for telephone sales
  • screenshots of the questions for online sales
  • completed application form
  • underwriting criteria as applicable

You can find out how we deal with complaints about mis-sold travel insurance policies or you can take a look at the information we publish about the range of  travel insurance complaints we see. You can also see our general information about how we deal with cases on  misrepresentation and non-disclosure

For complaints about missed departure, delay and abandonment, you will need to provide us with:

  • policy schedule
  • policy certificate
  • IPID
  • full policy terms
  • a copy of the claims notes
  • any evidence the customer has given you about the cause of the delay and the length of the delay

You can read more about how we deal with complaints about missed departure, delay and abandonment, or take a look at the information we publish about the range of travel insurance complaints we see.

What is the complaint about?

For complaints about home and building insurance claims, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • expert evidence/reports/photos relied on
  • claim notes and correspondence
  • loss adjuster notes
  • a breakdown of any claims settlement offered

You can read more about how we deal with complaints about settling home insurance claims or take a look at the information we publish about the range of home and building insurance complaints we see.

Complaints about Covid-19

You will need to provide us with:

  • terms and conditions of the policy that was in force when the damage occurred
  • policy schedule
  • expert evidence
  • details of the guidance the business was relying at the time of the complaint

Complaints about sales issues

You will need to provide us with:

  • terms and conditions of the policy that was in force when the damage occurred
  • policy schedule
  • renewal invitation/schedule
  • details of the sales process
  • call recordings for telephone sales
  • screenshots of the questions for online sales
  • completed application form for face to face sales
  • demands and needs statement
  • fact find

 Complaints about standalone policy

You will need to provide us with:

  • terms and conditions of the policy that was in force when the damage occurred
  • policy schedule
  • expert evidence such as engineers/plumbers/loss adjuster’s report to show a breakdown of the repairs carried out or why it’s not covered
  • photos of any damage inspected
  • internal notes when arranging for engineer to attend the emergency (to see when you arranged an appointment)
  • evidence to show what repairs were carried out
  • evidence to show how many inspections and visits were carried out, and what tests/investigations/repairs were done on each visit
  • what recommendations were made after each visit
  • checklists and annual service checklist or certificates
  • contact notes about when the customer made the claim
  • claim file/notes

 Complaints about basic policy

You will need to provide us with:

  • terms and conditions of the policy that was in force when the damage occurred
  • policy schedule
  • expert evidence such as engineers/plumbers/loss adjuster’s report to show a breakdown of the repairs carried out or why it’s not covered
  • photos of any damage inspected
  • internal notes when arranging for engineer to attend the emergency (to see when you arranged an appointment) 
  • contact notes about when the customer made the claim
  •  claim file/notes

You can read more about how we deal with complaints about home and buildings insurance.

For complaints about mis-sale, mis-representation or withdrawn cover, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • expert evidence/reports/photos relied upon
  • claim notes and correspondence
  • loss adjuster notes
  • a breakdown of any claims settlement offered if applicable
  • renewal invitation/schedule
  • details of the sales process
  • call recordings for telephone sales
  • screenshots of the questions for online sales
  • completed application form for face to face sales
  • demands and needs statement
  • fact find
  • underwriting criteria

You can read more about our approach to handling home and buildings insurance complaints or how we deal with cases on misrepresentation and non-disclosure.

For complaints about subsidence and other types of ground movement, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • expert evidence/reports/photos – such as:
    • the initial loss adjuster’s report
    • site investigation report
    • lab results on soil samples and DNA root testing if root induced clay shrinkage
    • CCTV reports if caused by leaking drainage
    • monitoring reports and interim loss adjuster reports issued throughout the claim, surveyor or structural engineer’s reports
  • claim notes and correspondence
  • loss adjuster notes
  • claim notes/loss adjuster notes
  • timeline
  • schedule of works
  • building regulations from the time the construction was built (for defective foundations complaints)
  • NHBC guidelines and why they’re relying on them (for defective foundations complaints)

You can read more about how we deal with complaints about subsidence and other types of ground movement or take a look at the information we publish about the range of complaints we see about home and buildings insurance.

For complaints about underinsurance with commercial customers, you will need to provide us with:

  • copy of the proposal form and any evidence provided prior to the policy renewal in the relevant policy year
  • confirmation the customer had made clear to the broker what the figures for business interruption cover should reflect
  • confirm the level of premium paid for the business interruption cover in policy year
  • the business should confirm what it would have done if the customer had made a fair presentation of the risk prior to the policy renewal
  • if the business would have charged a higher premium, confirm how much it would have been or whether it would have offered a different policy
  • if the business accepts the customer’s failure to make a fair presentation of the risk was neither deliberate or reckless
  • if the broker was acting as insurer’s agent in connection with the sale of the policy
  • how the terms were made clear to the customer that underinsurance would put them in a worse position than the redress allowed under the Insurance Act 2015

You can read more about how we deal with complaints about underinsurance or take a look at the information we publish about the range of home and buildings insurance complaints we see.

What is the complaint about?

For complaints about insurance claims, you will need to provide us with:

  • policy terms and conditions – from the correct time (the date of the event leading to the complaint)
  • policy schedule
  • IPID
  • policy renewal documentation if appropriate
  • all medical evidence/reports relied upon
  • claim notes and correspondence – including all call recordings
  • a timeline of events
  • a breakdown of any claims settlement offered
  • underwriting criteria as applicable

You can read more about how we deal with medical insurance complaints.

For complaints about mis-sale, misrepresentation or withdrawn cover, you will need to provide us with:

  • policy terms and conditions – from the correct time (the date of the event leading to the complaint
  • policy schedule
  •  IPID
  • policy renewal documentation if appropriate
  • whether it was an advised or non- advised sale
  • call recordings for telephone sales
  • screenshots of the questions for online sales
  • completed application form
  • underwriting criteria as applicable

You can read more about our approach to handling medical insurance complaints or how we deal with cases on misrepresentation and non-disclosure.

For complaints about pet insurance, you will need to provide us with:

  • policy terms, conditions and policy schedule
  • a copy of the claims notes – so we can see exactly how you dealt with the claim
  • claim form
  • veterinary history
  • any statements the vet has provided
  • vet invoices

You can read more about how we deal with pet insurance complaints.

What is the complaint about?

For complaints about content insurance claims, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • expert evidence/reports relied upon
  • claim notes and correspondence
  • loss adjuster notes
  • a breakdown of any claims settlement offered

You can read more about how we deal with home and buildings insurance complaints. 

For complaints about mis-sale, misrepresentation or withdrawn cover, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • expert evidence/reports relied upon
  • claim notes and correspondence
  • loss adjuster notes
  • a breakdown of any claims settlement offered
  • renewal invitation/schedule
  • details of the sales process
  • call recordings for telephone sales
  • screenshots of the questions for online sales
  • completed application form for face to face sales
  • demands and needs statement
  • fact find
  • underwriting criteria

You can read more about how we deal with home and buildings insurance complaints.

What is the complaint about?

For complaints about the sale of the policy, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • details of the sales process – how was it taken out and was it advised or non-advised
  • call recordings if applicable
  • screenshots of the questions asked and answers given if sold online
  • if taken face to face, details of whether this was at the customer’s premises
  • any forms/notes from the meeting
  • if it was an advised sale, any suitability documentation setting out the customer’s needs and your recommendations

For complaints about insurance claims, you will need to provide us with:

  • policy terms and conditions
  • policy schedule
  • a clear explanation of the circumstances of the loss and any evidence in support
  • detailed timeline/sequence of events
  • the initial claim form
  • a copy of the claims file
Which type of banking product or issue is complaint about?

For complaints about account closures, you will need to provide us with:

  • a clear explanation of why an account was closed
  • evidence to support the rationale for closing an account
  • evidence to show if an account closure relates to statutory, regulatory and legal obligations
  • if any funds have been held or released to the customer including any benefits/salary payments
  • a copy of any internal policies relevant to the account closure 
  • the type of account closed for example, basic, current or savings. If a basic account has been closed, the term that has been relied on to do so
  • terms and conditions of the account
  • a copy of the notice to close letter and details of how much notice was provided
  • evidence to show if the customer had access to the account during the notice period
  • customer contact notes
  • account statements

You can read more about how we deal with complaints about bank account closures or take a look at the information we publish about the range of banking and payments complaints we see.

For complaints about account blocks, you will need to provide us with: 

  • a clear explanation of why an account was blocked
  • evidence to support the rationale for deciding to block an account
  • a clear timeline of events in relation to actions taken since the account was blocked
  • evidence to show if the decision to block an account relates to statutory, regulatory and legal obligations
  • a copy of any internal policies if relied on to block an account
  • what type of account was blocked for example, basic, current or savings
  • if any funds have been held or released to the complainant including any benefits/salary payments
  • terms and conditions of the account
  • contact notes
  • account statements

You can read more about how we deal with banking and payments complaints.

For complaints about administration or customer service issues, you will need to provide us with:

  • explanation of the bank’s position
  • full contact notes
  • relevant account statements

You can read more about how we deal with banking and payments complaints.

For complaints about account charges, fees and commission, you will need to provide us with:

  • explanation and evidence of any charges, fees or commission applied
  • copy of the relevant terms and conditions
  • full contact notes
  • copy of any updated or amended charges
  • relevant account statements

You can read more about how we deal with complaints about current account charges or take a look at the information we publish about the range of banking and payments complaints we see.

For complaints about declined applications, you will need to provide us with:

  • details of the application
  • details of why the application was declined with supporting evidence
  • full contact notes
  • details of any markers added internally or externally

You can read more about how we deal with banking and payments complaints.

For complaints about disputed transactions, you will need to provide us with:

  • details of the payment instruction
  • details of where the payment went
  • details of attempts to reverse/clawback the payment (if applicable)
  • copies of interbank/SWIFT correspondence (if applicable)
  • copy of the relevant terms and conditions
  • full contact notes
  • relevant account statements

You can read more about how we deal with complaints about disputed transactions or take a look at the information we publish about the range of banking and payments complaints we see.

For complaints about exchange rate, you will need to provide us with:

  • details of the exchange, including the applicable rates
  • copy of the relevant terms and conditions
  • full contact notes
  • relevant account statements

You can read more about how we deal with banking and payments complaints.

For complaints about financial difficulties, you will need to provide us with:

  • full timeline of events
  • full contact/collection/recovery notes
  • relevant account statements
  • copies of relevant letters, arrears and default notices
  • details of what has been reported to the credit reference agencies 

You can read more about how we deal with complaints about financial difficulties or take a look at the information we publish about the range of banking and payments complaints we see.

For complaints about incorrect credit records (not Cifas), you will need to provide us with:

  • full timeline of events
  • full contact/collection/recovery notes
  • relevant account statements
  • copies of relevant letters, arrears and default notices
  • details of what has been reported to the credit reference agencies

You can read more about how we deal with banking and payments complaints.

For complaints about interest rate, you will need to provide us with:

  • details of the interest rate, including account opening material
  • copy of the relevant terms and conditions
  • relevant account statements

You can read more about how we deal with banking and payments complaints.

Which type of fraud or scam is the complaint about?
What is the complaint about?

For complaints where the customer was tricked into making an Authorised Push Payment (APP) and the transaction is covered by the Contingent Reimbursement Model (CRM) code, you will need to provide us with:

  • a completed business request form (XLSX 59KB)
  • a summary of the main reasons why you're holding the customer liable
  • the specific exceptions to reimbursements under the CRM code that you’re relying on
  • if the claim has not been considered under the CRM code, we need to know why – for example, if you consider it to be a civil dispute you should provide evidence to support your position
  • any assessment of customer vulnerabilities
  • evidence of any warnings provided to the customer during the payment journey (screenshot)
  • evidence of such warnings in the audit trail
  • evidence of the payment purpose selected
  • evidence how long the customer was on the warning screen for
  • evidence of any confirmation of payee (CoP) checks and results
  • evidence of the CoP check and result displayed to the customer (screenshot)
  • evidence of how long the customer was on the CoP screen for
  • fraud investigation notes
  • evidence of the date and time the sending bank contacted the beneficiary bank and their response
  • if your contact with the beneficiary bank was delayed, evidence of what time the funds left the beneficiary account
  • confirmation of any funds recovered and when these were repaid
  • confirmation of the beneficiary bank's liability 
  • call recordings of the scam being reported and any other relevant calls discussing the scam
  • evidence of the date and time the scam was first reported
  • whether any of the payments were flagged or held, and if not, why not
  • if the customer contacted you to discuss the transaction before carrying it out, please provide details and any call recordings
  • evidence of any intervention on the disputed payments (call recordings, SMS, branch staff notes)
  • account statements from six months prior to the scam
  • terms and conditions applicable at the time
  • audit trail of the payment in dispute (for example, online banking audit trail) and any supporting key code
  • fraud case correspondence sent to the consumer
  • any supporting evidence the firm requested from the customer
  • any other evidence you're relying on

For branch transactions you will also need to provide us with:

  • the process for making the disputed transactions, such as scripts/checklists read or completed
  • the branch staff version of events
  • electronic slip/audit trail for the transactions
  • the procedures for vulnerable consumers and identifying fraud and scams (if applicable)

You can read more about how we deal with fraud and scams cases.

For complaints about transactions covered by the Faster Payments Scheme (FPS) and the CHAPS Reimbursement Rules, we would expect to see:

  • a completed business request form (XLSX 59KB)
  • a summary of the main reasons why you're holding the customer liable
  • the specific exceptions to reimbursements under ASR rules that you’re relying on
  • if the claim has not been considered under the ASR rules, we need to know why – for example, if you consider it to be a civil dispute you should provide detailed evidence to support your position
  • any assessment of customer vulnerabilities
  • evidence of any warnings or other intervention made to the customer during the payment journey (screenshot)
  • evidence of such warnings in the audit trail/evidence of the payment purpose selected
  • evidence how long the customer was on the warning screen(s) for
  • if the customer contacted you to discuss the transaction before carrying it out, please provide details and any call recordings
  • evidence of any intervention on the disputed payments – call recordings, SMS, branch staff notes
  • evidence of any confirmation of payee (CoP) checks and results
  • evidence of the CoP check and result displayed to the customer (screenshot)
  • evidence of how long the customer was on the CoP screen for
  • fraud investigation notes
  • evidence of the date and time the sending bank contacted the beneficiary bank and their response
  • if your contact with the beneficiary bank was delayed, evidence of what time the funds left the beneficiary account
  • confirmation of any funds recovered and when these were repaid
  • provide details of any evidence relied on in reaching an outcome that was received from the beneficiary bank(s)
  • call recordings of the scam being reported and any other relevant calls discussing the scam
  • evidence of the date and time the scam was first reported
  • whether any of the payments were flagged or held, and if not, why not
  • account statements from six months prior to the scam
  • terms and conditions applicable at the time
  • audit trail of the payment in dispute, for example, online banking audit trail, and any supporting key code
  • fraud case correspondence sent to the consumer
  • where an excess has been applied to the claim value, confirm the amount deducted
  • any supporting evidence the firm requested from the customer
  • any other evidence you may rely on

For branch transactions you will also need to provide us with:

  • the process for making the disputed transaction or transactions, such as scripts/checklists read or completed and the branch staff version of events
  • electronic slip/audit trail for the transactions
  • the procedures for vulnerable consumers and identifying fraud and scams, if applicable

You can read more about how we deal with complaints about APP fraud and other scams involving authorised payments or withdrawals. 

For complaints about the transaction not covered by the Contingent Reimbursement Model (CRM) code or Faster Payments Scheme (FPS) and the CHAPs reimbursement rules, you will need to provide us with:

  • a completed business request form (XLSX 59KB)
  • explanation why you are holding the consumer liable
  • assessment of consumer vulnerabilities and whether you were aware of said vulnerabilities prior to the disputed payments
  • evidence of any warnings provided to the consumer during the payment journey (screenshot)
  • evidence of such warnings in the audit trail
  • evidence of the payment purpose selected
  • evidence of how long the customer was on the warning screen for
  • evidence of any confirmation of payee (CoP) checks and results
  • evidence of the CoP check and result displayed to the customer (screenshot)
  • how long the customer was on the CoP outcome screen for
  • fraud notes
  • evidence of the date and time the sending bank contacted the beneficiary bank and their response
  • if there was a delay to you contacting the beneficiary bank, evidence of what time the funds left the beneficiary account
  • confirmation of any funds recovered and when these were repaid
  • confirmation of the beneficiary bank's liability
  • complaint notes
  • call recordings of the scam being reported and any other relevant calls discussing the scam
  • evidence of the date and time the scam was first reported
  • whether any of the payments were flagged or held – and if not, why not 
  • evidence of any intervention on the disputed payments (call recordings, SMS, branch staff notes)
  • statements from six months prior to the scam
  • terms and conditions applicable at the time
  • audit trail of the payment in dispute (for example online banking, audit trail) and any supporting key code
  • fraud case correspondence sent to the consumer

For branch transactions, you will also need to provide us with:

  • the branch processes for the transactions, for example any scripts/checklists read or completed
  • the branch staff version of events and electronic slip/audit trail for the transactions
  • the procedures for vulnerable consumers and identifying fraud and scams (if applicable)

You can read more about how we deal with fraud and scams complaints.

Complaints about account opening

You will need to provide us with the following information if the account was opened on or after 31 January 2019:

  • evidence of the PSP’s account opening process
  • copy of the identification verification documents obtained
  • copy of the address verification documents obtained
  • confirmation of checks completed (electronic or manual).
  • completed application form
  • information gathered at account opening about intended and expected use of the account

Complaints about ongoing monitoring (detection)

You will need to provide us with:

  • unredacted account statements from 31 January 2019 (or opening if later) till disputed payments spent and/or account blocked
  • confirmation if incoming payments had beneficiary name match or mis-match
  • confirmation of any systems triggers or alerts
  • confirmation of notifications of fraud – time and dates these arrived
  • call recordings of any conversations with the customer about the account activity
  • if applicable, share what the accountholder provided as evidence of source of funds/entitlement
  • confirm what happened when fraud was reported – did account holder respond? If so what did they say about the account activity

Complaints about notification of fraud (response)

You will need to provide us with:

  • confirmation of time and date notification received
  • account statements showing what funds were remaining in the account at the time
  • evidence to show that these were returned to sending bank

You can read more about how we deal with fraud and scams cases.

For complaints where the customer was tricked into making a payment with their credit or debit card to an investment scams, you will need to provide us with:

  • a completed business request form (XLSX 59KB)
  • details of why the bank declined to refund the customer
  • evidence to show if any of the disputed payments were flagged on your fraud prevention system 
  • evidence of any interventions (for example phone calls or texts) and why they were carried out
  • statements covering the disputed period and 12 months prior to the first payment to the scam, making clear what payments are disputed
  • any information provided to report the scam including any call recordings, please make sure they are dated 
  • evidence, dates and times of the attempts to recover the loss for example, when the contact was made or the outcome of a chargeback claim
  • if the customer got anything back from the merchant and what the MCC Code was
  • if the payment was to a UK or international account
  • if the payment was to the customer’s own account or the fraudster’s account
  • if this is a merchant/payee that you’ve banned payments
  • details of why the payment has not been refunded if it is a banned payee and the payments before the ban
  • any consideration under Section 75  if the complaint involves a credit card account
  • how the loss was funded for example, if the money was in the customer’s account at the time, or in a savings account or borrowed from a loan or family/friends
  • if funded by a loan, we need to see the paperwork for the account and details about the loan such as who it was with and what the reason of the loan was
  • the type of account the payment was from, for example a sole or joint account, a current account, credit card 
  • details of any known vulnerabilities about the customer
  • any supporting information the customer provided about the scam
  • warnings provided to the customer during the payment journey and any options they selected
  • evidence/supporting information if this is considered to be a civil dispute or anything other than a scam

You can read more about how we deal with fraud and scams cases.

For complaints that involve unauthorised payments or withdrawals taken from customer account, you will need to provide us with:

  • statements from the period of the disputed transactions and six months leading up to the transactions
  • terms and conditions of the account
  • electronic records (an audit trail) to show how the disputed transactions were authenticated. For example, chip read, PIN entered, card not present, contactless
  • If 3D Secure was used. Any biometrics used such as the customer’s fingerprint
  • electronic record key so we can understand the report
  • online/mobile banking records covering the same time period as the disputed transactions
  • all relevant call recordings including the call when the disputed transactions were reported if applicable
  • card/PIN history
  • CCTV (where available) or an explanation why it is not available if applicable
  • for distance contracts (card not present transactions), all information obtained from the merchants in question. Or, if this wasn’t requested, please explain why

For complaints where the customer lost money by depositing money or withdrawing money from their account at an ATM, you will need to provide us with:

  • evidence of the ATM balanced before and after the disputed withdrawal
  • information about any notes located in the purge boxes after the withdrawal was attempted, why this hasn’t been linked to the disputed withdrawal and if this hasn’t been obtained, please explain why
  • CCTV of the ATM at the time of the disputed withdrawal. If unavailable, please explain why

For complaints where the customer lost money by depositing money or withdrawing money from their account at the bank’s branch, you will need to provide us with:

  • evidence of the balancing sheets at the end of the day
  • a statement from the member of staff who served the customer to understand their recollection of the event
  • if there have been other reports of withdrawal discrepancies within that branch around the same time
  • CCTV from within the branch at the time of the withdrawal. If unavailable, please explain why

You can read more about how we deal with fraud and scams cases.

For complaints about identity theft where the customer said a loan or other form of credit has been taken out in their name without their knowledge, you will need to provide us with:

  • full details of the loan application and how it was processed (online, phone, in person)
  • all details provided on the application (email address, contact number, address)
  • evidence of checks conducted to confirm identity, CRA searches, existing connection
  • evidence of correspondence/information/welcome pack including where and how it was sent
  • full statements for account including details of any payments and account from where any direct debit was set up
  • full contact history from the customer, to include when the ID Theft was first reported, contact number/email address used for that contact
  • full investigation notes with explanation for how you reached the outcome 
  • details of any contact between the lender and any other firm (such as the bank that received the funds)
  • if a scam is involved, any information the customer has shared
  • if the complaint includes an allegation of irresponsible lending – full details of how the lending decision was assessed and made

You can read more about how we deal with fraud and scams cases.

For complaints about fraud prevention or reporting, you will need to provide us with:

  • explanation why the customer’s details have been reported to CIFAS, including the category it was reported under and the date
  • the evidence as to why the customer was reported needs to be rigorous. This should include any fraud reports received from other banks and why the bank thinks the consumer was involved, rather than just being an innocent party
  • call recordings from when the bank questioned the customer about any fraud report, or any activity on the account that led to the CIFAS reporting
  • statements from the period of the disputed transactions and six months leading up to the transactions
  • terms and conditions of the account
  • electronic records (an audit trail) to show how the disputed transactions were authenticated. For example, chip read, PIN entered, card not present, contactless, if 3D Secure was used. Any biometrics used such as the customer’s fingerprint 
  • electronic record key so we can understand the report
  • online/mobile banking records covering the same time period as any disputed transactions
  • card/PIN history
  • CCTV (where relevant) or an explanation why it is not available if applicable
  • for distance contracts (card not present transactions), all information obtained from the merchants in question. Or, if this wasn't requested, an explanation why
  • records of any other fraud markers (Hunter, CIRA etc)

You can read more about how we deal with fraud and scams cases.

For complaints where the customer has shared confidential information with a third party, you will need to provide us with:

  • statements from the period of the disputed transactions and six months leading up to the transactions
  • terms and conditions of the account
  • electronic records (an audit trail) to show how the disputed transactions were authenticated. For example, chip read, PIN entered, card not present, contactless, if 3D Secure was used, any biometrics used such as the customer’s fingerprint
  • where and how someone else other than the customer has been able to carry out the transactions, for example was it a change of IP address
  • electronic record key so we can understand the report
  • online and mobile banking records covering the same time period as the disputed transactions
  • all relevant call recordings including the call when the disputed transactions were reported if applicable
  • card and PIN history
  • for distance contracts (card not present transactions), all information obtained from the merchants in question or details why it wasn’t requested if applicable

You can read more about how we deal with fraud and scams cases.

What type of mortgage product or issue is the complaint about?

For complaints about declined mortgage application or mortgage changes, you will need to provide us with:

  • explanation of the reason for declining the mortgage or the changes to the mortgage
  • the mortgage offer (existing or newly issued before decline), agreement in principle and illustrations
  • the relevant lending criteria or policy relied on
  • all application notes, contact notes and correspondence between parties about the application
  • the underwriting notes
  • the mortgage application form
  • the suitability/recommendation letter
  • payslips, financial accounts or bank statements provided by the consumer if relevant to the reason for decline
  • the property valuation report if relevant to the reason for declining application or changes

You can read more about how we deal with mortgage complaints.

For complaints about mortgage charges, fees and commission, you will need to provide us with:

  • the mortgage offer, and any subsequent offers that have been put in place over
  • the period of disputed charges
  • any applicable terms and conditions
  • a mortgage transaction history clearly showing the charges complained about, and any charge refunds (if applicable)
  • contact notes
  • copies of all tariffs of charges covering the period complained about
  • if refund(s) have been provided on any disputed charges, a breakdown of these if it isn’t clear what the total refund figure relates to
  • if charges relate to application, product or valuation fees, a copy of the mortgage application form and illustrations, and a copy of the valuation (if carried out)
  • if charges relate to arrears – see the list under Financial difficulties option above
  • if charges relate to the addition of ground rent, evidence of any correspondence from the freeholder

You can read more about how we deal with complaints about mortgage arrears and charges and other financial difficulties in mortgages. Or you can take a look at the information we publish about the range of mortgage complaints we see.

For complaints about early repayment charges (ERC), you will need to provide us with:

  • the latest applicable mortgage offer/product switch offer that you’re is relying on to calculate the ERC
  • contact notes
  • any applicable terms and conditions
  • if the customer is complaining that they weren’t aware of or were mis-advised about the charge at the point of sale, we need to see point of sale documentation
  • a copy of any redemption statements issued (if applicable)
  • evidence of the customer’s payment to the mortgage that triggered the ERC
  • if an ERC has been applied due to a declined porting application, select our ‘Declined mortgage application or mortgage changes’ option from the list above 

You can read more about how we deal with complaints about early repayment charges or take a look at the information we publish about the range of mortgage complaints we see.

For complaints about fraud database/CIFAS, you will need to provide us with:

  • a clear explanation of why the markers were added
  • confirmation of who the marker has/have been registered with (CIFAS, National Hunter or SIRA, etc)
  • the reason given for the loading and date of registration
  • if available a copy of the loading submitted to the fraud prevention database(s)
  • a copy of the mortgage application
  • all supporting documents submitted with the application, such as (but not limited to) bank statements, pay slips, tax documents (P60s, SA302s)
  • underwriting notes
  • fraud team notes
  • a copy of any information/documentation obtained from any third party relating to your decision to add a fraud loading

You can read more about how we deal with mortgage complaints.

For complaints about financial difficulties with mortgages, you will need provide us with:

  • mortgage offer and terms and conditions of the mortgage
  • a mortgage transaction history covering the period the customer has been in financial difficulties (where possible). This history needs to show any fees and interest applied, running arrears balance, and required contractual monthly payments
  • copies of tariffs of charges covering any periods in which fees were charged
    contact notes
  • evidence of any correspondence from the customer where they’ve told the business of financial difficulties (for example letters or emails, budget sheets or correspondence from debt assistance organisations)
  • correspondence about agreed and broken repayment plans
  • evidence of any attempts to support the customer – such as repayment plans, capitalisation, payment holidays, restructuring of the mortgage, and any reasoning behind these decisions
  • if the business has agreed to remove information from credit file and there have being delays, evidence the CRA has been asked to remove information  – and when
  • if court action has been taken, the court documentation – if relevant – and details of the legal actions that proceeded it or followed it

You can read more about how we deal with complaints about financial difficulties with mortgages or take a look at the information we publish about the range of mortgage complaints we see.

For complaints about incorrect credit records (not CIFAS), you will need to provide us with:

  • a clear explanation of which markers were added and why they were added
  • mortgage offer
  • a mortgage transaction history covering the disputed records were added
  • contact notes
  • if incorrect records relate arrears – see the list under Financial difficulties option above

You can read more about how we deal with mortgage complaints.

For complaints about interest-only mortgages coming to an end, you will need to provide us with: 

  • details of the change the customer has asked for rather than repaying the mortgage
  • if affordability was considered, comments on whether the change is material to affordability
  • details of why the customer’s request has been declined and evidence of any policies or criteria the business is relying on to reach this decision
  • if the customer has advised the business of a vulnerability, comments as to how this has been taken into consideration when assessing the situation
  • if the customer has asked for a term extension, comments on whether they have a reasonable plan to repay the mortgage at the end of the term
  • comments on whether the customer will be able to keep up with the repayments over a longer term
  • comments on whether an extension would be better for the customer financially
  • details of the business’ consideration of any other options – for example, part repayment , part interest only, switching to capital repayments now
  • evidence of any income and expenditure checks carried out
  • mortgage offer, illustrations and term and conditions
  • details of how the customer managed the mortgage so far, for example payment history, contact notes

You can read more about how we deal with complaints about interest-only mortgages or take a look at the information we publish about the range of mortgage complaints we see.

For complaints about interest rate changes, you will need to provide us with:

  • mortgage offer and point of sale paperwork, and any subsequent mortgage offers
  • terms and conditions of the mortgage
  • if the complaint is about the rate changing over the mortgage term, the history of the interest rate applied to the account
  • notifications of payment changes before the interest rate changed
  • all other correspondence relating to the interest rate changes
  • contact notes
  • mortgage statements or transaction history
  • for contemporaneous variations, the rationale for the change, including which term has been relied on

You can read more about how we deal with mortgage complaints.

For complaints about interest rate refusal, you will need to provide us with:

  • a clear explanation for declining the mortgage or the changes to the mortgage
  • the relevant lending criteria/policy relied on
  • the rates that were available at the time the customer requested
  • loan to value details to understand the rates that could have been available to the customer
  • any letters sent to the customer when the fixed rate ended
  • all application notes, contact notes and correspondence between parties about the application and the transaction history with arrear (if any) set out in a spreadsheet

You can read more about how we deal with mortgage complaints.

For complaints about administration or customer service issues, you will need to provide us with:

  • mortgage/loan offer document
  • terms and conditions of the mortgage
  • relevant contact notes
  • relevant transaction history

You can read more about how we deal with mortgage complaints.

For complaints about mis-sold mortgage, you will need to provide us with:

  • details of whether the sale was advised or non-advised
  • mortgage offer and any issued illustrations
  • point of sale paperwork showing the complainant’s circumstances were considered – fact find, application form, suitability or recommendation letter and other supporting documentation about the customer (such as income and expenditure)
  • evidence of affordability checks carried out and their outcome
  • contact and application notes from the time of the sale
  • call recording of the application meeting
  • terms and conditions of the mortgage
  • mortgage statements
  • details of other products considered and why this was the most appropriate
  • if affordability is mentioned, evidence of credit checks and bank statements
  • for interest-only mortgage, we also need to see evidence of repayment vehicle considerations

You can read more about how we deal with mortgage complaints.

Which type of credit product or issue is the complaint about?
What is the complaint about?

For complaints where the car is faulty or not of satisfactory quality, you will need to provide us with:

  • a clear description of the goods
  • the cash price and other considerations (such as age and mileage)
  • a chronology of events
  • copy of the contact notes and complaint notes
  • any other evidence you’re relying on such as call recordings, correspondence with the customer, credit broker or dealer, or other third party such as an inspector
  • any garage job sheets/invoices, pre-sale checklist and inspection reports

You can read more about how we deal with car finance complaints or take a look at the information we publish about the range of credit and borrowing complaints we see.

For complaints mis-sold car finance agreements, you will need to provide us with:

  • a clear description of the goods
  • the cash price and other considerations (such as age and mileage)
  • a chronology of events
  • copy of the contact notes and complaint notes
  • any other evidence the business is relying on such as call recordings, correspondence with the customer, credit broker or dealer, or other third party such as an inspector
  • any pre-sale information about the goods such as the invoice, advert, brochure, manual or service history book
  • first hand testimony from other relevant parties such as the credit broker or dealer
  • any other documentation given to the customer such as the pre-contract information document or information on the other types of finance on offer

You can read more about how we deal with car finance complaints or take a look at the information we publish about the range of credit and borrowing complaints we see.

For complaints about financial difficulties, you will need to provide us with:

  • a clear description of the goods
  • the cash price and other considerations (such as age and mileage)
  • a chronology of events
  • copy of the contact notes and complaint notes
  • any other evidence the business is relying on such as call recordings, correspondence with the customer, credit broker or dealer, or other third party such as an inspector
  • a statement of account including a payment history and the current position (relevant if the goods have now been returned)
  • copies of relevant correspondence (payment reminders, NOSIA, default notices)

You can read more about how we deal with complaints about car finance or take a look at our general information about how we deal with complaints about financial difficulties. 

For complaints about excess charges applied at the end of the agreement, you will need to provide us with:

  • a clear description of the goods
  • the cash price and other considerations (such as age and mileage)
  • a chronology of events
  • copy of the contact notes and complaint notes
  • any other evidence such as call recordings, correspondence with the customer, credit broker or dealer, or other third party such as an inspector
  • the odometer reading
  • any inspection reports which are being relied on to evidence the damage as clearly as possible – ideally with the use of rulers and zebra boards and the customer's comments on the report
  • details of any repair work carried out and any actual loss suffered

You can read more about how we deal with car finance complaints or take a look at the information we publish about the range of credit and borrowing complaints we see.

For complaints about Section 75 and chargeback, you will need to provide us with:

  • account statement showing the transaction involved in the chargeback or Section 75 claim
  • a copy of the contract with the supplier or invoice including the price, a clear description of the goods and/or services and the length of the contract
  • the dispute form completed by the customer when raising the claim and/or responding to information requests including all evidence provided such as receipts, booking confirmation, photographs, inspection reports
  • if the transaction was by credit card or a point of sale loan, reasons for the Section 75 claim outcome or why it wasn’t considered
  • any further information relied on, for example terms and conditions from merchant’s website, contact with other parties including the supplier or experts
  • contact notes which include call notes where claim was lodged by phone
  • correspondence with the customer about the claim including information requests and claim outcome emails/letters
  • comments on relevant law (such as the Consumer Rights Act 2015) and what industry guidance says about the supply of goods or services
  • for Section 75 complaints – full details of all relevant parties in the debtor creditor supplier agreement
  • chargeback submission, if processed, showing chargeback condition used, merchant defence and card scheme arbitration decision
  • if chargeback wasn’t processed at all or it wasn’t continued following merchant defence, the reasons for this
  • confirmation of card scheme, for example Visa or Mastercard, if that isn’t clear elsewhere

You can read more about how we deal with complaints about goods and services bought with credit or take a look at the information we publish about the range of credit and borrowing complaints we see.

What is the complaint about?

If holiday product(s) were purchased using point-of-sale finance, you will need to provide us with:

  • a copy of the original claim letter sent by the customer or claims management company (CMC)
  • a copy of the relevant purchase agreement
  • a copy of the relevant purchase terms and conditions for example, those applicable at the time of sale along with any updated versions that apply to the holiday product(s) at the centre of the complaint
  • a list with dates of the customers’ holiday reservations using the holiday product(s) – whether or not they went ahead or were cancelled
  • a copy of the supplier’s internal notes following contact with the customer
  • confirmation the holiday product(s) is/are still active or was/were suspended or terminated
  • the date the loan was settled – if relevant

If the holiday product(s) were purchased using a credit card, you will also need to provide us with: 

  • the date the customer’s credit card account was opened
  • the date the customer’s credit card balance first fell to zero following the purchase in question
  • a copy of the credit card statement that list the relevant purchase

You can read more about how we deal with complaints about credit and borrowing money.

For complaints about unaffordable lending, you will need to provide us with:

  • a copy of the relevant credit agreement (if it’s not provided as part of a mis-sale complaint)
  • a copy of the relevant application form for finance
  • statement of account/payment history
  • an explanation of the checks carried out before the decisions to lend were made along with the information those checks produced – including any income and expenditure assessments and/or the results of any credit search

You can read more about how we deal with complaints about credit and borrowing money.

For complaints about the authority of the credit broker and the enforceability of the credit agreement, you will need to provide us with:

  • a copy of the relevant credit agreement
  • if the credit broker was different to the intermediary named on the on the relevant credit agreement, we need to know why that’s the case along with any other information that says who the broker was – including a copy of the “Client Compliance Confirmation” document

This is only relevant to complaints about holiday products purchased using point-of-sale finance. 

You can read more about how we deal with complaints about credit and borrowing money.

What is the complaint about?

For complaints about credit reference agencies (credit records), you will need to provide us with:

  • copies of any relevant correspondence or call recordings to and from the customer
  • a copy of the updated credit file to show any changes have been made or other evidence to show the issues have been resolved
  • if the customer is complaining they weren’t aware it was a paid subscription and has been charged, the relevant terms and conditions of membership and a screenshot of the account signup screen

You can read more about how we deal with complaints about credit and borrowing money.

For complaints about debt adjusting and counselling, you will need to provide us with:

  • copies of any relevant correspondence or call recordings to and from the customer
  • a copy of the terms and conditions for the relevant debt solution
  • if the complaint is about suitability of recommendation, a copy of all application notes, contact notes, a copy of any periodic review notes and correspondence between all parties, including an income and expenditure form, payslips, financial accounts or bank statements provided

You can read more about how we deal with complaints about credit and borrowing money.

For complaints about debt collection, you will need provide us with:

  • copies of any relevant correspondence or call recordings to and from the customer
  • a copy of the notice of assignment and the underlying credit agreement 
  • a statement of account confirming current balance outstanding and explanation of any new charges/interest
  • a copy of the notice of sums in arrears and default notice, if the account defaulted after assignment
  • if the debt concerns a CCJ, please provide evidence of County Court Judgment (CCJ) such as a copy of the judgment order
  • where the customer alleges fraud or that it isn’t their debt, evidence of raising the customer's dispute with the original creditor and their response

You can read more about how we deal with complaints about debt collecting or take a look at the information we publish about the range of credit and borrowing money complaints we see.

For complaints about the collection of student loans debt, you will need to provide us with:

  • copies of any relevant correspondence or call recordings to and from the customer
  • if the complaint is about deferment issues, copy of the deferment application, contact notes and correspondence between all parties
  • if the complaint is about the debt defaulting or deferment issues, a copy of the arrears notices, notice of sums in arrears and default notice

You can read more about how we deal with complaints about credit and borrowing money.

For complaints about financial difficulties, you will need to provide us with:

  • a statement of account/payment history
  • all contact notes from when the customer first contacted you about a problem and all later contact
  • details of when it was noted the customer might be experiencing difficulties
  • details of what support was offered, or any offers made by the customer
  • copies of any payment reminders, notices of sums in arrears, default notices
  • details of what information has been reported to the credit reference agencies
  • details of any court action including the court order and particulars of the claim
  • if the debt has been sold, details of the party that is now the owner
  • details of any other party pursuing the debt
  • if goods were supplied under the agreement, the current position of the goods (recovered, sold, missing)

You can read more about how we deal with complaints about financial difficulties or take a look at the information we publish about the range of credit and borrowing money complaints we see.

For complaints about credit broking, you will need to provide us with:

  • a copy of the application made by the customer
  • which lenders you introduced the customer to
  • how the business made it clear what its role was, its legal name, and who to contact if there was a problem
  • details of the fees that the customer needed to pay
  • if the loan didn't proceed and the customer requested a refund of any fees, comments on how the business has complied with section 155 of the Consumer Credit Act 1974
  • demonstrate the work undertaken to find a loan on behalf of the customer
  • how did you make it clear if the customer's details were passed to another company

You can read more about how we deal with complaints about credit broking or take a look at the information we publish about the range of  credit and borrowing money complaints we see.

For complaints about unaffordable/irresponsible lending, you will need to provide us with:

  • application form completed by the customer and any pre contract documents
  • credit file results obtained at the time of approving the lending
  • details of income information obtained, and any documents used to verify income such as payslips or bank statements
  • any income and expenditure checks completed at the time of the application
  • a statement of account including payment history and the current position

For complaints about unaffordable/irresponsible lending in overdrafts, you will also need to provide us with:

  • current account statements for all accounts before the application to present
  • dates any reviews were, or at least should have been, carried out

For complaints about unaffordable/irresponsible lending in restricted use credit (hire purchase, personal contract purchase, fixed sum loan or conditional sale), you will also need to provide us with:

  • if the lending was for restricted use and goods were specified on the agreement, details of what has happened to the goods

You can read more about how we deal with complaints about unaffordable lending or take a look at information we publish about the range of credit and borrowing money complaints we see.

Which type of investment product or issue is the complaint about?

For complaints about portfolio management including advisory and discretionary services, as well as advice and administration or customer service issues in tax incentive schemes, you will need to provide us with:

  • fact find
  • attitude to risk questionnaire
  • suitability letter
  • meeting notes
  • illustrations
  • application form
  • policy schedule/investment certificate
  • key features
  • terms and conditions
  • fund fact sheet
  • statements
  • charges or fee structure document
  • contact notes and correspondence, especially where the complainant is considered vulnerable
  • the investment mandate
  • portfolio manager’s reasoning for any specific decisions the customer raised concerns about
  • the terms of business/service that set out the manager’s obligations particularly the apportioning of responsibility for suitability where an IFA and a discretionary manager are both involved
  • the fee agreement (if separate)
  • information Memorandum for Enterprise Investment Schemes (EIS)
  • evidence of due diligence about the business the customer is investing into
  • if there are restrictions on who an investment can be promoted to (for example non-mainstream pooled investments) evidence to show the exclusion applicable and why you considered the investor met it

For tax-related complaints, we will need:

  • details of what steps the business has taken to resolve the situation – for instance speaking to HMRC or putting an indemnity in place to agree to pay tax in future
  • a copy of any proof provided to the business from the customer to show any tax they’ve paid, or been asked to pay, as a result of the situation, that they wouldn’t have otherwise paid

You can read more about how we deal with complaints about investments. 

For complaints about advice or administration issues in crowdfunding and minibonds, you will need to provide us with:

  • terms and conditions/client agreement
  • risk warnings
  • the pitch, any valuation documents and anything else the customer would’ve seen prior to investing
  • platform’s due diligence charter
  • description of due diligence on the investment – including any supporting evidence relied on such as property valuations, credit checks, financial statements etc.
  • administrator’s report (if the business the customer invested in has since gone into administration)
  • the legal review document sent before the customer committed to the investment
  • minibond promotional literature
  • minibond appropriateness assessment/application form

You can read more about how we deal with investment complaints. 

For complaints about derivatives, you will need to provide us with:

  • terms and conditions
  • risk disclosure statement
  • appropriateness assessment and application – and where applicable the evidence used to assess an application to register as an Elective Professional Client (EPC)
  • if you considered the account to be inappropriate, and the customer chose to proceed anyway, evidence of the warning provided and what consideration was given to the guidance at COBS 10.3.3G
  • order execution policy
  • where the complaint concerns the price an order was executed – we need to see evidence of the liquidity providers or exchange used to source prices
  • pricing data from the LP or exchange
  • details of any hedging trades carried out in the underlying market in relation to the complainant's trades
  • fact find
  • attitude to risk questionnaire
  • suitability letter
  • meeting notes
  • investment mandate (where this forms part of an advisory service)
  • contact notes and correspondence, especially where the customer is considered vulnerable
  • where the complaint is about a margin call - evidence of the account status at the time of the margin call. Explanation of which trades were closed and why

You can find out more about how we deal with investment complaints.

For complaints about life related policies including mortgage endowments and advice and administration and service issues, you will need to provide us with:

  • fact find
  • suitability letter
  • meeting notes
  • illustrations
  • application form
  • policy schedule
  • annual performance related letters
  • key features
  • terms and conditions
  • mortgage offer (if the policy was sold for mortgage protection)
  • contact notes and correspondence – this should include any records of historic complaints, especially where the customer is considered vulnerable
  • any post-sale literature sent to the customer
  • annual performance related letters (or equivalent copies if originals aren't available), or system data showing the performance measures
  • against the relevant rates – and if any final date to complain was given to the customers
  • where the complaint is about payment of maturity/surrender value – explanation of why this amount was paid, as well as providing appropriate evidence, for example terminal bonus rates
  • for mortgage endowment complaints where the business believes the complaint is out of jurisdiction under the six and three year time limit rules:
    • time barring under the special rules –  we would need copies of the letters it is relying on or any applicable alternative records if they didn’t retain these
    • time barring under the general rules – we would need an explanation of why the general rules are applicable instead of the special rules and any supporting evidence
    • time barring under the general rules – we would need an explanation of why the general rules are applicable instead of the special rules and any supporting evidence

You can find out more about how we deal with investment complaints.

For complaints about life claim related cases, you will need to provide us with:

  • terms and conditions
  • policy schedule
  • underwriter’s criteria
  • medical evidence
  • correspondence and contact notes about the claim

You can find out more about how we deal with investment complaints.

For complaints about disputed transactions in investments, you will need to provide us with:

  • a detailed timeline of the events covering a reasonable period leading up to, and following on from the date the alleged fraud took place
  • statements showing any of the disputed transactions in question
  • full details of where any disputed transactions have been paid to
  • evidence of any checks or due diligence conducted on the customer’s account prior to executing the disputed transactions
  • terms and conditions which underpin the customer’s relationship with the respondent firm

You can find out more about how we deal with investment complaints.

For complaints about transfer delays, you will need to provide us with:

  • application form
  • a timeline of the business' involvement in the transfer throughout – including evidence of correspondence with the other transferring party and any fund managers/custodians where applicable
  • Service Level Agreement (SLAs) standards for completing tasks involved in the transfer (this should be separate to the Government ISA transfer guidelines where this applies)
  • terms and conditions
  • contact notes and correspondence, especially where the customer is considered vulnerable
  • what steps the business has taken to resolve any tax implications – for instance speaking to HMRC or putting an indemnity in place to agree to pay tax in future

You can find out more about how we deal with investment complaints.

For other investment complaints, you will need to provide us with:

  • fact find
  • attitude to risk questionnaire
  • suitability letter
  • meeting notes
  • illustrations
  • application form
  • policy schedule/investment certificate
  • key features
  • terms and conditions
  • fund fact sheet
  • statements
  • charges or fee structure document
  • contact notes and correspondence, especially where the customer is considered vulnerable

You can find out more about how we deal with investment complaints.

Which type of pension product or issue is the complaint about?

For complaints about administration or customer service issues, you will need to provide us with:

  • policy documents, terms and conditions
  • terms of business/client agreement
  • details of any business SLAs that are relevant to the complaint
  • any relevant forms or other documentation
  • statements (if relevant to complaint)

You can find more about how we deal with pension and annuities complaints.

For complaints about mis-selling, the suitability of advice or that the product was not explained, you will need to provide us with:

  • fact find
  • terms of business/client agreement
  • attitude to risk questionnaire
  • meeting notes
  • suitability report (if relevant)
  • illustrations
  • key features document
  • application forms
  • insistent client documentation (if relevant)
  • any other documentation relevant to the advice process
  • ceding scheme details
  • evidence of comparison between ceding scheme and proposed arrangement including cashflow modelling reports if available
  • TVAS/TVC report (for defined benefit transfers)
  • CETV (for defined benefit transfers)
  • if advice included UCIS, please provide:
    • information memorandum
    • evidence of due diligence carried out on investment
    • confirmation of COBS 4.12 if relevant
    • investment application
    • any available correspondence from investment provider

You can find more about how we deal with pension and annuities complaints.

For complaints about pension delays, you will need to provide us with:

  • all relevant forms such as transfer request form, origo forms
  • details of any relevant business SLAs
  • all available correspondence and communication between any relevant third parties during relevant period
  • if an offer of redress has already been made, evidence to demonstrate what this offer consists of and how it has been determined
  • an update on the current position of the customer's request if relevant (for example if a transfer is still in process) including details of any outstanding information

You can find more about how we deal with pension and annuities complaints.

For complaints about the performance of fund management, you will need to provide us with:

  • evidence to demonstrate funds/investments have been set up correctly according to instructions
  • policy document/terms and conditions
  • fund factsheets
  • statements
  • application forms
  • evidence of investment mandate given to DFM (if relevant)

You can find more about how we deal with pension and annuities complaints.

For complaints about charges, fees and commission, you will need to provide us with:

  • evidence to demonstrate how fees were disclosed initially and if there were any changes to fee structure
  • fee agreement
  • client agreement
  • evidence any relevant obligations under client/fee agreement have been met such as annual reviews
  • suitability report (if relevant)
  • illustrations (if relevant)
  • statements

You can find more about how we deal with pension and annuities complaints.

For complaints about anti-liberation checks, you will need to provide us with:

  • confirmation of plan type and date it commenced
  • clear evidence of scorpion leaflet being issued. If it wasn't provided, please explain why
  • any relevant application forms
  • terms or provisions demonstrating any contractual rights (of transfer)
  • any relevant pre-transfer information requests received from third parties plus responses
  • transfer request documentation plus responses
  • all relevant documentation from due diligence process following transfer request
  • any available internal notes about the decision on the transfer request
  • references to any relevant legislation (particularly if the transfer has been refused or delayed)
  • if transfer was delayed - we need to see what is needed to proceed with transfer

You can find more about how we deal with pension and annuities complaints.

For complaints about death benefits, you will need to provide us with:

  • policy terms and conditions
  • evidence considered when reaching decision on who to pay benefits to (if relevant)
  • policy application form
  • expression of wish/nomination form

You can find more about how we deal with pension and annuities complaints.

For complaints about pension review, you will need to provide us with:

  • pension review invitation letters or templates if actual letters unavailable
  • system evidence to demonstrate pension review letters sent if letter copies unavailable
  • evidence of address tracing (if relevant)
  • pension review correspondence

If a review and loss assessment was carried out, you will also need to provide us with:

  • offer letter
  • data and assumptions used in the review
  • any post-offer communication

For cases where the business says a review was conducted and there was no cause for concern, you will also need to show us:

  • evidence you relied on to establish no cause for concern

You can find more about how we deal with pension and annuities complaints.

Our jurisdiction is determined by applying the Dispute Resolution (DISP) rules that govern our service to the facts of each individual complaint. 

We summarise these rules in the information we publish about our jurisdiction and powers. If you think the complaint falls outside of our jurisdiction for one of the factual reasons set out, please let us know as soon as possible and provide relevant supporting documentation.

If you’re not sure and want to discuss it, contact our Business Support Hub. 

If the complaint you have received isn't listed above and you're not sure what evidence you need to provide, contact our Business Support Hub and we'll let you know.