A dispute file is governed by timetables. FCA DISP 1.6 sets when a final response is due, and DISP 1.9 makes the firm keep the complaint record for three years. If the customer is still unhappy, FSMA 2000 Part 16 gives them the Financial Ombudsman Service. An unauthorised payment runs on its own clock: under the Payment Services Regulations 2017 the payer must notify without undue delay and within thirteen months, and the provider generally refunds by the end of the next business day. Since 7 October 2024 the Payment Systems Regulator's reimbursement requirement has covered authorised push payment fraud on Faster Payments, up to GBP 85,000. anonym.plus marks each item on your machine, so the claim history stays clear while customer details are shielded.
When this applies
A reviewer samples last quarter's chargeback and fraud claims to check that outcomes were consistent. The claim type, the dates and the decision matter. The claimant's name, card number and account do not.
How anonym.plus handles it
- Open the complaint file in anonym.plus on your device.
- Local OCR reads scanned evidence and statements.
- It flags the claimant, account, and amounts.
- Confirm the flags and keep the case reference.
- Swap or black out the confirmed items.
- Save the clean record locally.
What you need to provide
- The complaint file (PDF, DOCX, or scan).
- An operator (Replace keeps the history readable).
- Optional allow-list for the case number.
PII & financial identifiers detected
| Category | anonym.plus entity type | Example |
|---|---|---|
| Names | PERSON | claimant M. Nair → [CLAIMANT] |
| Financial | CREDIT_CARD | 4111 1111 1111 1111 → ****1111 |
| Money | MONEY | disputed £89.99 → [AMOUNT] |
| Contact | EMAIL_ADDRESS | nair@example.co.uk → [EMAIL] |
| Financial | UK_BANK_NUMBER | 55210987 → [ACCOUNT] |
| Dates | DATE_TIME | filed 05/2026 → [DATE] |
Compliance achieved
- Leaves the complaint record required by FCA DISP 1.9 complete, while the shared copy carries far less.
- Preserves the timing evidence behind the final-response rule in FCA DISP 1.6.
- Keeps the file usable if the case reaches the Financial Ombudsman Service under FSMA 2000 Part 16.
- Supports an unauthorised-payment claim under the PSRs 2017 and reimbursement under the Payment Systems Regulator's APP-fraud requirement.
- Masks a card number to its last four digits, including on a CCA 1974 s.75 claim against a linked credit card.
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Limitations & cautions
A claim narrative can describe a merchant, a date and an amount that together identify the claimant. Redact the shared copy, never the file itself: DISP 1.9 and a possible Ombudsman referral both depend on the original.
Frequently asked questions
Does the tool catch a card number in a claim?
Yes. The credit-card entity type matches the full number, and Mask leaves only the last four digits — enough to match the claim, not enough to use the card.
How long must a complaint file be kept?
FCA DISP 1.9 sets three years from the date the complaint was received for most firms. A referral to the Financial Ombudsman Service under FSMA 2000 Part 16 can arrive within six months of your final response, so the original has to stay complete for longer than the copy you share.
Is the file uploaded?
No. The app works offline, so the claim history stays on your machine.