Find out what the Complaints Commissioner does and when you can refer a complaint to them.
We have set up arrangements for investigating complaints made against us. As part of these arrangements, we have appointed a Complaints Commissioner, subject to the approval of HM Treasury, whose role is to investigate certain complaints and report to the complainant and us. The report may include recommendations to us, for example that we make an ex-gratia payment to the complainant. We decide whether to make any such payments.
Final reports
The Complaints Commissioner publishes their response to each complaint they deal with – read them at Complaints Commissioner's final reports.
Annual report
The Complaints Commissioner publishes an annual report on their work. Read our responses to the Commissioner's annual reports:
- Our response to the Commissioner's 2020-21 Annual Report (PDF)
- Our response to the Commissioner's 2019-20 Annual Report (PDF)
- Our response to the Commissioner's 2018-19 Annual Report (PDF)
- Our response to the Commissioner's 2017-18 Annual Report (PDF)
- Our response to the Commissioner's 2016-17 Annual Report (PDF)
- Our response to the Commissioner's 2015-16 Annual Report (PDF)
Addendum September 2020
In our Response to the Complaints Commissioner’s Annual Report for 2017/18, 2018/19, and 2019/20, we have cited incorrect figures of complaints received by the FCA in 2015/16 and 2016/17. The reports have been amended, and the correct figures for the last five years are shown below.
| Year | Complaints received |
|---|---|
| 2015/16 | |
| 2016/17 | |
| 2017/18 | 557 |
| 2018/19 | 1,075 |
| 2019/20 | 1,276 |
Contact the Complaints Commissioner
You can contact the Complaints Commissioner:
- write to: Office of the Complaints Commissioner, Tower 42, 25 Old Broad Street, London EC2N 1HN
- telephone: 020 7877 0019
- email: [email protected]
- website: www.frccommissioner.org.uk