Find out how to make a complaint about a regulator and how we investigate complaints.
The Financial Services Act 2012 requires us to have arrangements to investigate complaints against the Financial Conduct Authority, Prudential Regulation Authority and the Bank of England (the regulators). We do this through our Complaints Scheme (the Scheme).
Anyone who is directly affected by the regulators' actions or inactions – or anyone acting on this person's behalf – may lodge a complaint. A complaint is ‘any expression of dissatisfaction about the manner in which the regulators have carried out, or failed to carry out, their relevant 'functions’.
We give details about circumstances where we may exclude or not investigate a complaint in our leaflet Complaints against the regulators.
How to complain about the FCA
Firstly ensure that your complaint is about one of the regulators. If you are looking for information about how to make a complaint against a regulated firm, see our complaints information for consumers.
If you are complaining about a regulator:
- complete an online complaints form
- download a printable form and send it to the address below
- send a letter to us at the Financial Conduct Authority, 25 The North Colonnade, London E14 5HS
- email us at firstname.lastname@example.org
- or call the Complaints Helpline on 020 7066 9870
Dealing with your complaint
We take the matters raised by complainants seriously – focusing our efforts on handling and resolving complaints quickly and impartially, while treating complainants with courtesy and sensitivity.
Once you have submitted your complaint, we will acknowledge it within five working days, and we will inform you within four weeks if the complaint is inside or outside the scope of the Scheme. Following that, we will contact you regularly to keep you up to date with our investigation.
Complaints investigated locally
We may decide to handle your complaint locally. This allows the area of the FCA most closely connected with the matter you are complaining about to respond promptly.
If you are dissatisfied with the way your complaint is dealt with locally you can contact the Complaints Team for a Stage 1 investigation.
Stage 1 – investigation of complaints by us
We will investigate complaints independently and impartially, in line with the Scheme. We investigate all valid complaints thoroughly, passing lessons learned to senior management and the rest of the business to ensure that the FCA continually improves its performance.
If we consider your complaint to be justified, we will tell you what we propose to do in order to remedy it. The remedies we might offer include:
- an apology
- taking steps to remedy an error
- a compensatory payment on an ex-gratia basis, where appropriate
If we conclude that your complaint is not justified, we will give you our reasons.
Stage 2 – referral to the Office of the Complaints Commissioner
If you are dissatisfied with the progress of your complaint or the way we have dealt with it, you have the right to refer the complaint to the Office of the Complaints Commissioner - this should usually be made within 3 months of the FCA's final decision at Stage 1. The Complaints Commissioner may still consider your complaint if you refer it after the 3 month time limit if there are adequate reasons for the delay.
If the FCA either excludes or cannot investigate your complaint under the Scheme, you can refer the matter to the Complaints Commissioner directly. They have discretion to decide whether the complaint falls within the scope of the Scheme and, if so, whether they propose to conduct an investigation or require the FCA to first conduct its own investigation.
Complaints against the Prudential Regulation Authority and the Bank of England
If you are complaining about the Prudential Regulation Authority or the Bank of England, you can use the same methods as above.