One complaints return, new data, fixed half-years
Under PS25/19 the FCA is replacing its complaints returns, including DISP 1 Annex 1, with one consolidated return. The data you record from 1 January 2027 is the data you will report, so the way you log complaints needs to change before then.
Every firm reports on the same periods: 1 January to 30 June and 1 July to 31 December. The first period starts on 1 January 2027.
The return is due within 30 business days of the end of each period, so the first one falls due in mid-August 2027.
New data points: complaints from customers identified as vulnerable, and complaints about a failure to consider a customer's vulnerability, opened and closed.
Group reporting goes. Each authorised firm reports for itself, under its own FRN, and only for the parts of the return that fit its permissions.
Intermediaries and MGAs add context: policies sold to individuals and beneficiaries of group policies, by product, so complaint numbers can be compared fairly.
A firm with 500 or more complaints in a period must publish a summary, and the FCA may publish its data.
- Now to December 2026Set up, import open complaints, train the team
- 1 January 2027New rules apply and the first period starts
- 30 June 2027First period ends
- Mid-August 2027First return due, 30 business days later
From the first email to the board report
Heathmark keeps the whole complaints job in one place, in plain English, for firms with a small team and no complaints system. No spreadsheets to reconcile at the end of the period.
Log a complaint in two minutes
Fill in a short form, or paste the complaint email and let Claude fill it in for you to check. Every complaint gets a reference and its own record.
Choose the FCA product and the one main category from the FCA's own lists, so nothing needs re-coding later.
Keep the DISP clock
Heathmark works out the summary resolution deadline (the end of the third business day after receipt) and the eight-week final response date. Business days skip weekends and England and Wales bank holidays.
Each business day, owners get an email of every complaint that is overdue or due in the next three days, and handlers get the same for their own complaints. References and dates only, never the complainant's details.
Record vulnerability properly
Two questions on every complaint, worded as the FCA defines them, with the four FG21/1 drivers as a prompt: health, life events, resilience and capability.
A person confirms the answers, and the confirmation is kept in the history.
Prepare the return
The Returns page shows each period's figures in the layout of the FCA's general return, with warnings for anything missing, such as an unchecked vulnerability answer or a missing category.
Lock the period when you submit, and download the figures as CSV or PDF to key into RegData.
Write the board report
The Consumer Duty asks your board to review outcomes at least once a year. The board pack brings the year's complaint figures together with commentary on root causes and what changed.
Approve it and download it as a Word document.
Bring your history with you
Import open and past complaints from a spreadsheet. Heathmark checks every row and tells you exactly what to fix before anything is saved.
Then every row goes in together, with its outcome, redress and vulnerability.
Set up in an afternoon, ready for January
You can be up and running the same day. Nothing to install: it works in the browser on any computer.
-
Add your firm
Your legal name and FRN. Owners set up two-step sign-in, and everyone signs in with a link sent to their work email.
-
Invite your team
Owners manage the firm, handlers log and close complaints, and viewers, such as a compliance consultant, can read but not change.
-
Bring in open complaints
Import them from a spreadsheet, or log them by hand. Complaints still open on 1 January are reported in the first period.
-
Log as complaints arrive
Record the product, category and vulnerability as you go, not in a rush at the end of June.
-
Close with the outcome
Upheld, partly upheld, goodwill without a decision or not upheld, the redress paid, the root cause and any referral to the Financial Ombudsman Service.
-
Report and lock
At the end of each half-year, check the figures, add your context data, download the return and lock the period.
Numbers you can stand behind
Your return is your firm's responsibility, so Heathmark shows its working. Every figure on the Returns page is counted from your records by a fixed rule, and the complaints list filters by period, product and category so you can see the complaints behind it.
- Figures come from the database, never from AI. Claude can help write the board pack commentary, but it never writes a number.
- Locked periods cannot change. Once you lock a period, its figures are frozen as submitted.
- Late changes are flagged. Edit a complaint from a locked period and Heathmark records it as a correction to review.
- A full audit trail. Every change to a complaint is recorded: who, what and when.
| Return figure | Value |
|---|---|
|
Complaints opened
Received in the period
|
46 |
|
Closed within 3 days
Closed by the third day after receipt
|
11 |
|
Total upheld
Includes goodwill without a decision
|
17 |
|
Total redress paid
Whole pounds, rounded up
|
£4,821 |
|
Opened by customers identified as vulnerable
Confirmed by a person
|
6 |
Example figures for an imaginary firm.
Claude suggests. A person decides.
Heathmark works fully without AI. If you want it, the Claude add-on takes the typing and first drafts off your hands. It is off until an owner switches it on.
Paste an email
Paste the complaint and Claude fills in the form: the complainant's name, the date, how it arrived, a summary and the product. You check it and save.
Suggest categories and vulnerability
Claude suggests the FCA category, and the two vulnerability answers with the exact words in the complaint that support them. Anything it cannot support is left for you.
Draft the board commentary
Claude drafts the narrative around your figures. The figures themselves are put in from your records, and any number Claude writes is flagged for you to fix.
- Email addresses, phone numbers, postcodes and web links are removed before anything is sent to Claude. The complainant's name is sent so Claude can fill in the form.
- Nothing Claude suggests is saved until a person confirms it, and every suggestion is recorded as accepted, changed or dismissed.
- A monthly allowance, with an optional lower limit set by the owner, so the cost never runs away.
Built for small insurance firms
Independent general insurance brokers and MGAs, typically with 5 to 50 staff, whose complaints live in a spreadsheet or in notes on the broking system today.
Independent brokers
Commercial and personal lines. Help with a claim is recorded under customer service, as the FCA expects of a broker.
MGAs
Firms with delegated claims authority can switch on the insurer-only claims categories in Settings.
Compliance leads
One place to see what is due, what is missing and what the board needs to know.
Compliance consultants
Join a client firm as a viewer to review its records. Working across several firms? Talk to us.
One price per firm, every complaint included
Priced per FCA-authorised firm, not per complaint. Start with a 30-day free trial. Pay yearly and get two months free.
Essentials
- Up to 5 users
- Complaint log and DISP clock
- Daily overdue alerts
- Returns, CSV and PDF
- Board pack, written by you
Founding pilot
- Everything in Standard
- A monthly call with the founder
Standard
- Up to 15 users
- Everything in Essentials
- Board pack drafting with Claude, when you add it
- For firms under 500 complaints a period
Plus
- No user limit
- Everything in Standard
- Help loading your historic complaints
- A quarterly review call
Claude add-on: £15 a month
On any plan (£150 a year). Paste email, category and vulnerability
suggestions, and board pack drafting on Standard and above.
Includes up to £10 of Claude use each month; most firms use far
less.
Prices exclude VAT. The free trial includes every feature except the Claude add-on, and needs no card. If you stop paying, your records stay readable, and you can still download your returns and board packs.
Complaints hold sensitive data. We treat them that way.
Complaints often include health or money worries. Your firm stays the data controller; Dominion TechOps processes the data on your behalf under a data processing agreement.
Your firm only
Every record belongs to one firm, and the database itself refuses to show it to anyone else. We test that for every table.
Strong sign-in
Sign-in links instead of passwords, two-step sign-in for owners, and roles that limit who can change what.
Held in the UK
Records will be stored in the UK (London), with daily backups and a restore we test and time.
Kept only as long as needed
You choose how long to keep complainants' personal data after closure, from 6 to 20 years. After that it is deleted automatically, while the dates, codes and outcomes stay so your figures never change.
Nothing personal in logs
Alert emails carry references only, and error reports are stripped of personal details before they are sent.
Clear sub-processors
Supabase (database), Anthropic (only if you add Claude), Stripe (payments), our hosting and email providers, and Sentry (error reports). The full list is in our data processing agreement.
What brokers need to know
- What is changing?
- PS25/19 replaces the FCA's complaints returns, including DISP 1 Annex 1, with one consolidated return. The rules apply from 1 January 2027.
- Which parts apply to a broker?
- The return is based on permissions. A general insurance or pure protection intermediary completes the general return for the general insurance and pure protection sector.
- What are the reporting periods?
- Fixed calendar half-years for every firm. A complaint is reported in each period it is open in, and the first period is 1 January to 30 June 2027.
- What counts as upheld?
- Upheld and partly upheld complaints, and complaints where you paid goodwill without deciding whether to uphold.
- Which category?
- One main category per complaint, the one that best describes its focus. The claims categories are for insurers and those handling claims for them; a broker records help with a claim under customer service and policy administration.
- What about vulnerability?
- Count complaints from customers you have identified as vulnerable by any means, and complaints about a failure to consider or respond to a customer's vulnerability. The FCA does not publish this data.
Ready for 1 January 2027?
A short checklist for the next few weeks:
- Decide who owns complaints and the return
- Load complaints that will still be open on 1 January
- Agree how your team records vulnerability
- Know your policies sold, by product, for the context data
- Put the first deadline in the diary: mid-August 2027
Read the FCA's own page on reporting complaints and PS25/19. Heathmark helps you record complaints and prepare your figures. It does not submit your return, and your firm remains responsible for it. It is not legal or compliance advice.
Questions firms ask
Something else? Email us and you will hear back from a person.
Does Heathmark submit our return to the FCA?
No. Heathmark prepares the figures in the layout of the return, and you key them into RegData. Direct submission is not available, and the firm stays responsible for what it submits.
Does using Heathmark make us compliant?
No software can do that on its own. Heathmark gives you the deadlines, the fields and the figures the rules ask for, and a record of what you did. How you handle each complaint is still your decision.
We keep complaints in a spreadsheet. Can we bring them across?
Yes. Download the import template, copy your complaints in and save it as CSV. Heathmark checks every row first, lists anything to fix by row number, and imports nothing until the whole file is right. On the Plus plan, we help you load them.
We received a complaint in 2026 that will still be open in January. Where does it go?
A complaint is reported in every period it is open in, so it appears in the first period from 1 January 2027 under the new categories.
What does Claude see, and do we have to use it?
You do not have to use it: Claude is an add-on, off until an owner switches it on. When it is on, Claude sees the complaint text with email addresses, phone numbers, postcodes and web links removed. The complainant's name is kept so Claude can fill it in. It suggests; a person confirms every suggestion, and it never writes the figures in your return or board pack.
We are an MGA that handles claims. Does that work?
Yes. Tick the setting that says you handle or settle claims for an insurer, and the claims categories become available to you.
What if we reach 500 complaints in a period?
The Today screen shows how many complaints you have received in the period, next to the 500 threshold, so you know early. At 500 or more, a firm must publish a summary of its complaints data within two months of the end of the period.
What happens to our data if we leave?
Download your returns and board packs at any time. If your subscription ends, records stay readable but cannot be changed, so nothing is lost while you decide.
Who is behind Heathmark?
Heathmark is made by Dominion TechOps Ltd, a UK company that builds practical software and automation for small businesses.
Start the first period on the right footing
Set up in an afternoon. Free for 30 days. Your first return is due in August 2027.