For how long should the complaints data be published?
The complaints publication data rules allow firms considerable flexibility regarding how and for how long they publish their complaints data. Where a firm submits a report to us reporting 500 or more complaints, it must publish a summary of the complaints data contained in that report. The summary should be ‘readily available’ and we therefore recommend that firms publish the summary on their websites. But the rules do not require a firm to keep its data on the website until the next summary is published. Keeping the complaints data summary on the firm’s website would be one way of making it ‘readily available’, but the obligation could also be discharged by making the summary available on request once it had been published. It will be for individual firms to decide whether they should go beyond the requirements of the rules. For example, firms may feel that it would be useful to make several periods worth of data available on their website so consumers or others can research trends ov
