The FCA has defined how a complaint should be identified. Their definition is as follows:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
A complainant is one of the following:
Copyright © 2019 Cigna Insurance Services (Europe) Limited