Description

Complaints Management Framework Template for FSPs

The Complaints Management Framework is an editable downloadable template designed for authorised Financial Services Providers that need a structured process for receiving, recording, investigating, resolving, escalating and reporting client complaints.

This Complaints Management Framework helps an FSP demonstrate that complaints are handled fairly, consistently and within a documented process. It includes a full framework together with practical annexures for complaint forms, registers, acknowledgement letters, outcome letters, escalation records, compensation approvals, root cause analysis, complaints reporting and annual review.

For related FAIS compliance templates, you may also view our FAIS Disclosure Notice Template, Representative Appointment Compliance Pack and FAIS Fit and Proper Checklist.

For external dispute resolution information, you can also visit the FAIS Ombud website.

What Is Included In This Complaints Management Framework?

This template is designed to help FSPs create a practical complaints process that can be used by key individuals, representatives, complaints managers, administrators, compliance officers and service suppliers involved in complaint handling.

The framework includes sections for:

• Document control and policy review
• Training and implementation records
• Statutory and working definitions
• Introduction and complaints management objectives
• Scope of the framework
• Governance, ownership and accountability
• Complaint submission channels
• Complaints handling standards
• Complaints handling and resolution procedure
• Suggested internal timeframes
• Complaint categorisation matrix
• Vulnerable complainant considerations
• Complaint remedies
• Escalation and external referral options
• Recordkeeping requirements
• Management information and reporting
• Training and awareness
• Monitoring, quality assurance and review
• Ownership and approval

Complaints Management Framework Annexures Included

The Complaints Management Framework includes practical annexures that help the FSP move from policy wording to day-to-day complaint handling evidence.

The annexures include:

• Annexure A: Client Complaint Form
• Annexure B: Complaint Register Template
• Annexure C: Complaint Acknowledgement Letter
• Annexure D: Request for Additional Information
• Annexure E: Complaint Outcome Letter – Upheld or Partially Upheld
• Annexure F: Complaint Outcome Letter – Rejected Complaint
• Annexure G: Internal Escalation and Review Record
• Annexure H: Compensation / Goodwill Payment Approval Record
• Annexure I: Root Cause Analysis Record
• Annexure J: Monthly / Quarterly Complaints Report Template
• Annexure K: Ombud Escalation Information Sheet
• Annexure L: Staff Training and Acknowledgement Record
• Annexure M: Annual Framework Review Checklist

Why FSPs Need a Complaints Management Framework

Complaints are not only service issues. They are important conduct risk indicators that may reveal weaknesses in advice quality, disclosures, claims support, premium collection, recordkeeping, communication, representative conduct, product understanding or client treatment.

A clear Complaints Management Framework helps the FSP show how complaints are identified, acknowledged, investigated, categorised, resolved, escalated, reported and used for business improvement.

This template helps address common weaknesses such as:

• No written complaints management framework
• No clear complaint submission channels
• No complaint acknowledgement template
• No complaints register with root cause and outcome tracking
• No process for vulnerable complainants
• No distinction between compensation and goodwill payments
• No escalation process for rejected or unresolved complaints
• No root cause analysis record
• No monthly or quarterly complaints report template
• No annual review checklist for complaints management controls

Complaint Register and Root Cause Tracking

The complaint register included in this Complaints Management Framework helps the FSP record important complaint information, including the date received, date acknowledged, complainant, category, product or service, owner, status, outcome, reportable complaint status, vulnerable complainant status, root cause, compensation amount, goodwill amount, ombud referral, corrective action and closed date.

This supports better management reporting and helps the FSP identify recurring complaint trends before they become wider conduct risks.

Complaint Outcome and Escalation Templates

The pack includes complaint outcome letters for upheld, partially upheld and rejected complaints. These templates help the FSP communicate decisions clearly, provide reasons, explain remedies and give escalation information where the complainant is not satisfied with the outcome.

The internal escalation and review record can also be used where a complaint needs senior review, conflict checking or reconsideration before the final response is issued.

Who Should Use This Complaints Management Framework?

• Authorised Financial Services Providers
• Key Individuals responsible for complaint oversight
• FSPs with representatives or client-facing staff
• Compliance officers assisting FSPs
• Complaints managers or responsible persons
• Administrators handling client queries and complaints
• FSPs preparing for compliance monitoring, ombud matters or FSCA queries

Editable and Customisable FSP Complaints Template

This Complaints Management Framework is editable and must be customised before use. The FSP must insert its name, FSP number, policy owner, complaints manager, complaint channels, internal timeframes, responsible persons, escalation contacts, ombud details, reporting frequency and approval information.

The template includes placeholders and guidance notes to assist with completion. These should be removed before the final framework is approved and implemented by the FSP.

Important Compliance Note

This Complaints Management Framework is a compliance support document and does not replace legal advice, ombud advice or a full complaints-handling review. Each FSP remains responsible for ensuring that the final framework is accurate, implemented, monitored and aligned with its products, services, representatives, clients, outsourcing arrangements and current regulatory requirements.