Complain about us, the PRA or the Bank of England (the regulators)

Find out how to make a complaint about the regulators and how we investigate complaints.

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 to the Financial Ombudsman Service.

 

The definition of what is considered a complaint about the regulators is found in the Complaints Scheme (PDF).

It also indicates what types of complaints we won’t investigate. Some examples of these are:

  • complaints about our rules or guidance 
  • complaints about firms we regulate 
  • complaints about the actions or inactions of the Financial Ombudsman Service, the Financial Services Compensation Scheme or the Money Advice Service 

How to complain

There are several ways you can contact us if you want to make a complaint. You can either:

Please use one of these methods to contact the Financial Conduct Authority in the first instance even if your complaint is against the PRA or the Bank of England.

Dealing with your complaint

Complaints help us learn lessons and improve our performance. We take these matters seriously and aim to resolve complaints quickly and impartially, while treating complainants with courtesy and sensitivity.

We will acknowledge your complaint within 5 working days. Your complaint will then be assessed and we will let you know within 4 weeks if we cannot investigate your complaint and explain why.

If we do investigate your complaint, we may decide that it is best handled by our business area that is most closely connected with it. Alternatively, we may decide that our Complaints Team should conduct its own investigation. We will keep you informed of our investigation throughout.

If we consider your complaint to be justified we will apologise and if appropriate, explain what we intend to do to fix the problem or prevent it from happening again. Depending on the circumstances, we may offer you a goodwill payment in recognition of any inconvenience you have suffered.

If you are unhappy with the outcome of your complaint

If your complaint was handled by the business area it related to and you are unhappy with the response, you can refer it to the Complaints Team.

If you are unhappy with Complaints Team’s response, or the way your complaint was handled, you can refer your complaint to the Complaints Commissioner. This should usually be done within three months of the final decision from our Complaints Team.