Complain about us, the RPA or the regulators
Discover the process for lodging a complaint regarding regulatory bodies and gain insights into our comprehensive investigation procedures.
The regulators cannot consider complaints about the firms we regulate. If you have a complaint about a firm, then you should raise this initially with the firm. If you remain unhappy with the outcome, you may be able to make a complaint.
The Complaints Scheme (PDF) provides the definition of what falls under the category of a complaint concerning regulatory bodies.
Furthermore, it outlines the types of complaints that are not within our scope of investigation. Some examples of such complaints include:
- + Complaints regarding our rules or guidance.
- + Complaints concerning the actions or lack of actions by the Financial Ombudsman Service, the Financial Services Scheme or Money Helper.
- + Complaints about firms that we regulate.
To clarify, it is entirely possible to simultaneously lodge complaints with multiple organizations. For instance, you can make a complaint to both us and the Financial Ombudsman regarding the same matter concurrently.
There is no requirement to wait for the resolution of one complaint before initiating another. However, the complaint directed towards us must pertain to how we have performed or failed to perform our defined "relevant functions" as outlined in the Complaints Scheme.
We strongly recommend that you file your complaint with us promptly upon becoming aware of the issue. Acting swiftly will enable us to address your concerns in a timely manner.
How to complain
If you wish to lodge a complaint, there are several means through which you can contact us. You have the option to:
- Complete an online complaints form.
- Email us at complaints.scheme@fccra.org
- Call the Complaints Helpline at +442039616446.
We strive to ensure that you can make a complaint and communicate with us effectively. If you require information in an alternative format, such as an audio recording, large print, or spoken communication instead of written, kindly email us at complaints.scheme@fca.org.uk or call the Complaints Helpline at +442039616446. We will make every effort to assist you. Additionally, with your consent, we can also engage with your representative, such as a relative, friend, or community advocate, regarding your complaint. If you have previously contacted us regarding a complaint or issue, please have your case reference number available when providing us with details.
For more information on the support we offer to facilitate effective communication, please refer to the relevant resources available.
We understand that the circumstances leading to a complaint can be frustrating or distressing. While we empathize with your situation, we kindly request that you maintain a respectful and polite demeanor towards our staff. We do not tolerate abusive behavior, as it may hinder our ability to communicate effectively with you regarding your complaint. To learn more, please access further details on this matter.
Dealing with your complaint
Complaints play a vital role in our continuous improvement and development. We approach these matters with utmost seriousness, aiming to promptly and impartially address complaints while treating complainants with respect and sensitivity.
Upon receipt of your complaint, we will acknowledge it within 5 working days. Subsequently, we will assess the complaint, and within 4 weeks, we will inform you if we are unable to investigate it, providing a clear explanation for our decision.
Should we proceed with investigating your complaint, we may determine that it is best handled by the specific business area most closely related to the issue. Alternatively, our dedicated Complaints Team may conduct an independent investigation. Rest assured, we will keep you well-informed throughout the investigation process.
Throughout the course of your complaint, we highly appreciate any information you can provide about your experiences with firms, as this will assist us in effectively overseeing and regulating those entities.
If we find your complaint to be justified, we will offer our sincere apologies and, where appropriate, outline our proposed actions to rectify the problem or prevent its recurrence. Depending on the circumstances, we may even provide a goodwill payment as a gesture of acknowledgment for any inconvenience you have experienced.
If you are unhappy with the outcome of your complaint
If you are dissatisfied with the resolution provided by the business area handling your complaint, you have the option to escalate it to our Complaints Team.
In the event that you remain unsatisfied with the response from our Complaints Team or the manner in which your complaint was handled, you have the right to refer your complaint to the Complaints Commissioner. Generally, it is advisable to do so within a three-month timeframe following the final decision issued by our Complaints Team.