Using questionnaires to support customer complaints thematic examinations
We are updating how we run thematic examinations in line with our 2026–2030 strategy, which sets out a risk based and proportionate approach to supervision.
For each thematic examination programme, we will now routinely issue a questionnaire as an additional step in advance of the onsite examination, across a wide range of sectors.
This helps ensure onsite thematic work focuses on the firms and areas that present the most risk.
Customer complaints questionnaire
We will shortly issue a questionnaire as we begin our customer complaints thematic.
The aim of this thematic is to better understand how firms across different sectors treat customers when complaints are raised.
If your firm is selected to receive the questionnaire, you will receive an email from us with:
- a link to the questionnaire
- clear instructions on how to complete it
- the deadline for submitting your response
We will use questionnaire responses to assess how firms manage customer complaints.
A number of firms will then be selected, as part of a cross sector representative sample, to take part in an onsite thematic examination visit planned for the second half of 2026.
See our 2026 thematic examination programme for more information.
What the questionnaire covers
The questionnaire focuses on how firms manage complaints in practice, including:
- governance and oversight of complaints
- systems, records and data captured
- complaints handling processes
- notification requirements
- timelines for resolving complaints
- internal and external escalation routes
- trend analysis, root cause identification and ongoing monitoring
- staff training
As we will rely on the information you provide, it’s important that responses are accurate and reflective of current practice.
Next steps
We will review and analyse questionnaire responses to identify where onsite thematic examination would be most valuable.
If your firm is selected for an onsite examination, we will contact you by 30 June 2026 to discuss next steps.
Onsite examinations for this thematic will take place in Q3 and Q4 2026.
We may follow up with some firms that are not selected for onsite examinations to explore specific matters raised or to understand how boards and management have assured themselves of the accuracy of responses.
Once all onsite examinations are complete, we will publish a feedback paper, including aggregated questionnaire data, to share sector-wide insights with firms.
Listening to your feedback
Based on feedback from previous thematic examinations, we will publish a copy of the customer complaints questionnaire on our website once we have received all responses.
This will help firms better understand the scope of the thematic and use the questionnaire as a self assessment tool, ahead of any industry feedback published following this work.