(1) The FCA recommends that firms should publish additional information alongside their complaints data summaries in order to relate the number of complaints to the scale of the firm's relevant business. Firms are recommended to publish the relevant standard metrics set out in the table at DISP 1 Annex 1A G with the summaries. Where the complaints data summary relates to a joint report the metrics should cover all the firms included in the joint report.
(2) If the recommended metrics do not accurately reflect the scale of the firm's relevant business, the FCA recommends that the firm should publish metrics which best reflect the scale of its business based on the number of its customers or accounts or policies. Firms may also publish other metrics where they consider that these would better reflect the scale of their business.
(3) Firms may also publish other information to aid understanding, for example details of their internal processes for dealing with complaints.