Payment services and e-money complaints return
FCA · Semi-annually · Yearly today, half-yearly from 2027
Payment and e-money institutions report complaints about payment services and e-money once a year under DISP 1.10B, for the year to their accounting reference date, within 30 business days of the end of that year. From 1 January 2027 that return is replaced by the FCA's single complaints return, on fixed half-years.
Until the end of 2026
Each reporting year runs from one accounting reference date to the next, or follows the calendar year if you don't have one (DISP 1.10B.9D). The return includes complaints from payment service users who aren't eligible complainants, such as larger businesses (DISP 1.10B.2G). You still submit it if you had no complaints.
The change from 2027
DISP 1.10B is deleted, and payment and e-money complaints move to the single complaints return that replaces five separate returns (PS25/19). Firms that report once a year now report twice a year, for 1 January to 30 June and 1 July to 31 December, each within 30 business days.
The current rules cover complaints up to 31 December 2026, so your last return under DISP 1.10B may cover a period shorter than a year. The first period on the new return runs from 1 January to 30 June 2027.
If you submit late
A late or incomplete return costs a £100 administrative fee (DISP 1.10B.12R), unless you told the FCA in writing about a systems failure that stopped you submitting it.
Get reminded before it's due
Regmindr tracks this alongside the rest of your compliance calendar, and emails your team before each deadline.
Sources
- FCA Handbook: DISP 1.10B Payment services and electronic money complaints reporting
- FCA PS25/19: Improving the complaints reporting process
- FCA: Reporting complaints
This page is a summary, not legal or regulatory advice. The rules in the sources above take precedence.