Complaints Reporting and Root Cause Analysis

Good handling of complaints should not only be seen as a compliance requirement, but rather it should be an important part of your customer service offering. High levels of complaints analysis and reporting can help you identify key areas of improvement and build trust with your customers. At ALPH Legal & Compliance, we offer comprehensive complaint policy management, support with your firm’s reporting (both internally and externally) and most importantly, your root cause analysis, which helps businesses meet their regulatory requirements set by the FCA, while also helping you gain valuable insights into your processes. 

Why complaint reporting matters

For businesses in the UK, the FCA requires firms to have clear systems in place for the managing, recording, investigating, and reporting of complaints. Having a clear process in place for complaint reporting helps you remain compliant while also strengthening and demonstrating accountability. 

Our UK-based compliance team work closely with consumer credit firms to help create and maintain the reporting process so it aligns with FCA regulatory guidelines and improves your day-to-day operations. 

Contact our team to improve your complaints reporting

Root cause analysis

Resolving an individual complaint is important, but understanding why it happened is what leads to a lasting improvement throughout your business. Through detailed root cause analysis, our team will identify patterns and systemic weaknesses that might otherwise go unnoticed, while assessing whether current processes are fit for purpose and provide practical recommendations that address the source of issues rather than just the immediate problems.

Benefits of complaint reporting and root cause analysis 

Having an effective complaints reporting framework, which is supported by root cause analysis, can provide your business with clear insight into how your operations are working and where improvements can be made. Whilst compliance with the FCA regulatory requirements is essential, there are many other benefits to having effective processes in place, which include: 

• Improved compliance and governance
• Operational efficiency
• Reduced repeat complaints
• Better customer experience
• Informed decision-making

Why choose ALPH Legal & Compliance

At ALPH Legal & Compliance, we specialise in supporting consumer credit businesses with their complaints reporting and root cause analysis obligations. Our team has worked with businesses across the UK to understand and implement operational and regulatory changes when managing complaints. From creating a complaints reporting framework to carrying out root cause analysis, we ensure a smooth and efficient process for getting your business fully compliant.

Frequently Asked Questions