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Home / About us / Complain about us / Complaints Commissioner’s final reports

Complaints Commissioner’s final reports

First published: 
05/04/2016
 Last updated: 04/08/2020

The Complaints Commissioner’s final reports and our responses.

2020

Date The Complaint Commissioner's Report (CC) FCA response*
7 January 2020 FCA00598 FCA Ref 205980748
7 January 2020 FCA00651 FCA Ref 20614955/ 205540058/ 204281959
7 January 2020 FCA00654 FCA Ref 205941647
8 January 2020 FCA00650 FCA Ref 205684593
21 January 2020 FCA00673 FCA Ref: 205591661
4 February 2020 FCA00590

FCA Ref: 205917003
10 February 2020 FCA00672 FCA Ref: 206193890
18 February 2020 FCA00671 FCA Ref: 205937063
4 March 2020 FCA00663 FCA Ref 206339405
4 March 2020 FCA00691 FCA Ref 206368704
17 March 2020 FCA00685 FCA Ref: 206059964
17 March 2020 FCA00683 FCA Ref: 205940607
17 March 2020 FCA00679 FCA Ref: 205814838
17 March 2020 FCA00639 FCA Ref: 205920228
14 April 2020 FCA00681 FCA Ref: 206355167
20 April 2020 FCA00700 FCA Ref: 205476549
20 April 2020 FCA00690 FCA Ref: 206411905
5 May 2020 FCA00703 FCA Ref: 206113412
5 May 2020 FCA00689 FCA Ref: 206272453
5 May 2020 FCA00504 FCA Ref: 206028848
19 May 2020 FCA00602 FCA Ref: 205408334
19 May 2020 FCA00680 FCA Ref: 206284971
27 May 2020 FCA00708 FCA Ref: 205873691
2 June 2020 FCA00627 FCA ref: 205804481
2 June 2020 FCA00707 FCA Ref: 206436457
2 June 2020 FCA00714 FCA Ref: 206366951
16 June 2020 FCA00684 FCA Ref: 205779931
16 June 2020 FCA00713 FCA Ref: 206101306
16 June 2020 FCA00631 FCA Ref: 206075987
7 July 2020 FCA00736 FCA Ref: 206638070
7 July 2020 FCA00676 FCA Ref: 205867981
7 July 2020 FCA00721 FCA Ref: 206143836
7 July 2020 FCA00566 FCA Ref: 205646038
7 July 2020 FCA00687 FCA Ref: 206060539
7 July 2020 FCA00584 FCA Ref: 205935588
7 July 2020 FCA00522 FCA Ref: 206135894
7 July 2020 FCA00728 FCA Ref: 206645226
7 July 2020 FCA00722 FCA Ref: 206496666
7 July 2020 FCA00725 FCA Ref: 206110000
21 July 2020 FCA00738 FCA Ref: 206027343
21 July 2020 FCA00633 FCA Ref: 205593062
21 July 2020 FCA00731 FCA Ref: 206422434
21 July 2020 FCA00744 FCA Ref: 206655414
21 July 2020 FCA00737 FCA Ref: 205948592
29 July 2020 FCA00734 FCA Ref: 206501672
4 August 2020 FCA00741 FCA Ref: 206256990
4 August 2020 FCA00709 FCA Ref: 206516736

2019

Date The Complaint Commissioner's Report (CC) FCA response*
3 January 2019 FCA00521 FCA Ref 205476549
3 January 2019 FCA00524 FCA Ref 205497206
15 January 2019 FCA00482 FCA Ref 205467296
15 January 2019 Addendum to FCA00269 Addendum to FCA Ref 204350263
5 February 2019 FCA00531 FCA Ref 205546652
20 February 2019 FCA00538 FCA Ref 205511476
5 March 2019 FCA00520 FCA Ref 204999062
5 March 2019 FCA00533 FCA Ref 205528741
5 March 2019 FCA00545 FCA Ref 205626045
19 March 2019 FCA00543 FCA Ref 205470823
19 March 2019 FCA00537 FCA Ref 205502004
2 April 2019 FCA00422 FCA Ref 205408225
16 April 2019 FCA00534 FCA Ref 204669977
16 April 2019 Addendum to FCA00465 FCA Ref 205157870
16 April 2019 FCA00516 FCA Ref 205404809
7 May 2019 FCA00551 FCA Ref 205720436
7 May 2019 FCA00503 FCA Ref 205505742
7 May 2019 FCA00527 FCA Ref 205656994
7 May 2019 FCA00541 FCA Ref 205582516
7 May 2019 FCA00555 FCA Ref 205742703
22 May 2019 FCA00556 FCA Ref 205767167
4 June 2019 FCA00484 FCA Ref 204666164
4 June 2019 FCA00535 FCA Ref 204356743
18 June 2019 FCA00430 FCA Ref 205138450
18 June 2019 FCA00574 FCA Ref 205497630
18 June 2019 FCA00559 FCA Ref 205217047
2 July 2019 FCA00536 FCA Ref 205455632
2 July 2019 FCA00546 FCA Ref 205534489
2 July 2019 FCA00550 FCA Ref 205643094
2 July 2019 FCA00502 FCA Ref 204855472
2 July 2019 FCA00529 FCA Ref 205516955
16 July 2019 FCA00593 FCA Ref 205639919
16 July 2019 FCA00565 FCA Ref 205268812
16 July 2019 FCA00525 FCA Ref 205277598
16 July 2019 FCA00557 FCA Ref 205763997
6 August 2019 FCA00010 FCA Ref 205340991/ 204940261/ 3710 
6 August 2019 FCA00564 FCA Ref 205434544
20 August 2019 FCA00587 FCA Ref 205765004
20 August 2019 FCA00604 FCA Ref 205769704
3 September 2019 FCA00595 FCA Ref 205865021
17 September 2019 FCA00605 FCA Ref 205251880
17 September 2019 FCA00597 FCA Ref 205891285
17 September 2019 FCA00621 FCA Ref 205854248
17 September 2019 FCA00628 FCA Ref 205921312
15 October 2019 FCA00607 FCA Ref 206053561
15 October 2019 FCA00637 FCA Ref 205082560
5 November 2019 FCA00644 FCA Ref 206062200
5 November 2019 FCA00619 FCA Ref 205533089
5 November 2019 FCA00647 FCA Ref 205946035
5 November 2019 FCA00640 FCA Ref 206036504
5 November 2019 FCA00609 FCA Ref 205540397
3 December 2019 FCA00648 FCA Ref 206114770
3 December 2019 FCA00667 FCA Ref 206136556
3 December 2019  FCA00642 FCA Ref 205792277
3 December 2019  FCA00659 FCA Ref 206109001
18 December 2019 FCA00665 FCA Ref 206211109
18 December 2019 FCA00664 FCA Ref 205947389
18 December 2019 FCA00643 FCA Ref 205763824

2018

Date The Complaint Commissioner's Report (CC) FCA response*
3 January 2018 FCA00358 FCA Ref 204354101
3 January 2018 FCA00375 FCA Ref 204795251
3 January 2018 FCA00383 FCA Ref 205045248

3 January 2018

 FCA00400 FCA Ref 204884061
3 January 2018 FCA00401 FCA Ref 204878872
3 January 2018 FCA00402 FCA Ref 204783394
3 January 2018 FCA00403 FCA Ref 204720719
16 January 2018 FCA00269 FCA Ref 204350263
16 January 2018 FCA00286 FCA Ref 204354606
6 February 2018 FCA00412 FCA Ref 204899249
6 February 2018 FCA00418 FCA Ref 204921824
20 February 2018 FCA00413 FCA Ref 204932312
20 February 2018 FCA00414

FCA Refs 205044721,
204952043, 204375346
20 March 2018 FCA00376 FCA Ref 204192065
20 March 2018 FCA00367 FCA Ref 204285335
20 March 2018 FCA00407 FCA Ref 205003298
20 March 2018 FCA00424 FCA Ref 204994925
20 March 2018 FCA00415 FCA Ref 204919309
03 April 2018 FCA00432 FCA Ref 205058505
03 April 2018 FCA00386 FCA Ref 204404824
03 April 2018 FCA00396 FCA Ref 204822278
03 April 2018 FCA00426 FCA Ref 205032656
17 April 2018 FCA00433 FCA Ref 204493736
17 April 2018 FCA00409 FCA Ref 204917561
17 April 2018 FCA00438 FCA Ref 205099927
1 May 2018 FCA00440 FCA Ref 205101264
1 May 2018 FCA00442 FCA Ref 204877099
1 May 2018 FCA00429 FCA Ref 204927362
1 May 2018 FCA00428 FCA Ref 204924715
15 May 2018 FCA00405 FCA Ref 204714414
5 June 2018 FCA00441 FCA Ref 205136784
5 June 2018 FCA00445 FCA Ref 205026469
19 June 2018 FCA00425 FCA Ref 205090798
3 July 2018 FCA00457 FCA Ref 205144815
3 July 2018 FCA00459 FCA Ref 204497942
3 July 2018 FCA00431 FCA Ref 204911145
3 July 2018 FCA00454

FCA Ref 205248056
3 July 2018 FCA00453 FCA Ref 205162141
18 July 2018 FCA00450 FCA Ref 204980033
18 July 2018 FCA00462 FCA Ref 205257375
7 August 2018 FCA00452 FCA Ref 205082324
7 August 2018 FCA00448 FCA Ref 205234905
7 August 2018 FCA00446 FCA Ref 205108473
21 August 2018 FCA00437 FCA Ref 204858609
21 August 2018 FCA00475 FCA Ref 205304286
4 September 2018 FCA00474 FCA Ref 205283708
4 September 2018 FCA00471 FCA Ref 205218651
18 September 2018 FCA00467 FCA Ref 205278317
18 September 2018 FCA00478 FCA Ref 205362448
18 September 2018 FCA00485 FCA Ref 205301216
18 September 2018 FCA00481 FCA Ref 205304331
18 September 2018 FCA00469 FCA Ref 205253530
18 September 2018 FCA00465 FCA Ref 205157870
18 September 2018 FCA00493 FCA Ref 205476901
18 September 2018 FCA00447 FCA Ref 205261157
18 September 2018 FCA00490 FCA Ref 205334217
16 October 2018 FCA00487 FCA Ref 205358488
16 October 2018 FCA00483 FCA Ref 205242082
16 October 2018 FCA00488 FCA Ref 205382427
16 October 2018 FCA00491 FCA Ref 205310723
16 October 2018 FCA00496 FCA Ref 205483723
16 October 2018 FCA00501 FCA Ref 205276036
6 November 2018 FCA00318 FCA Refs 204418965, 204689694, 4524
6 November 2018 FCA00494 FCA Ref 205519565
6 November 2018 FCA00498 FCA Ref 205357605
6 November 2018 FCA00274 FCA Ref 205433651
6 November 2018 FCA00500 FCA Ref 205440389
20 November 2018 FCA00510 FCA Ref 205341975
20 November 2018 FCA00300 FCA Ref 204383455
4 December 2018 FCA00518 FCA Ref 205425190
4 December 2018 FCA00507 FCA Ref 205435417
4 December 2018 FCA00508 FCA Ref 205482396
19 December 2018 FCA00512 FCA Ref 205334963
19 December 2018 FCA00420 FCA Ref 205011495

2017

Date The Complaint Commissioner's Report (CC) FCA response*

3 January 2017

 FCA00226 FCA Ref 204180550
3 January 2017 FCA00241 FCA Ref 204388417
16 January 2017 FCA00268 FCA Ref 204458845
16 January 2017 FCA00225 FCA Ref 4330
19 January 2017 FCA00252

FCA Ref 204416394
23 January 2017 FCA00209 FCA Ref 204238384
30 January 2017 FCA00263 FCA Ref 204415891
31 January 2017 FCA00256 FCA Ref 204508456
3 February 2017 FCA00254 FCA Ref 204390531
13 February 2017 FCA00272 FCA Ref 204463142
16 February 2017 FCA00144 FCA Ref 4846
16 February 2017 FCA00190 FCA Ref 4831
16 February 2017 FCA00244 FCA Ref 204330690
16 February 2017 FCA00247 FCA Ref 204171787
27 February 2017 FCA00266 FCA Ref 204306545
6 March 2017 FCA00271 FCA Ref 204319962
9 March 2017 FCA00235 FCA Ref 4863
17 March 2017 FCA00249 FCA Ref 204298866
23 March 2017 FCA00280 FCA Ref 204342935
3 April 2017 FCA00260 FCA Ref 204274247
25 April 2017 FCA00283 FCA Ref 204562768
27 April 2017 FCA00265 FCA Ref 204530873
8 May 2017 FCA00276 FCA Ref 204330784
25 May 2017 FCA00238 FCA Ref 204316790
12 June 2017 FCA00281 FCA Ref 204482796
3 July 2017 FCA00296 FCA Ref: 204589502
4 July 2017 FCA00295 FCA Ref 204281900
12 July 2017 FCA00287 FCA Ref 204354101
12 July 2017 FCA00293 FCA Ref 204491204
13 July 2017 FCA00303 FCA Ref 204425607
13 July 2017 FCA00106 FCA Ref 4440
21 July 2017 FCA00309 FCA Ref 204571185
21 July 2017 FCA00348 FCA Ref 204404825
24 July 2017 FCA00304 FCA Ref 204644256
26 July 2017 FCA00161 FCA Ref 4554
26 July 2017 FCA00127 FCA Ref 4215
26 July 2017 FCA00261 FCA Ref 4869
26 July 2017 FCA00294 FCA Ref 204288296
3 August 2017 FCA00317 FCA Ref 204779350
7 August 2017 FCA00224 FCA Ref 4641
17 August 2017 FCA00229 FCA Ref 4430
18 August 2017 FCA00316 FCA Ref 204456781
25 August 2017 FCA00319 FCA Ref 204696234
29 August 2017 FCA00314

FCA Ref 204688274
29 August 2017 FCA00370 FCA Ref 204699295
11 September 2017 FCA00366 FCA Ref 204758299
13 September 2017 FCA00362 FCA Ref 204640285
18 September 2017 FCA00350 FCA Ref 204679913
2 October 2017 FCA00062 FCA Ref 4635
2 October 2017 FCA00097 FCA Ref 4638
3 October 2017 FCA00371 FCA Ref 204605487
4 October 2017 FCA00374 FCA Ref 204288310
5 October 2017 FCA00320 FCA Ref 204259922 
12 October 2017 FCA00351 FCA Ref 204719398
16 October 2017 FCA00347 FCA Ref 204511789
18 October 2017 FCA00368 FCA Ref 204760949
18 October 2017 FCA00377 FCA Ref 204778040
18 October 2017 FCA00117 FCA Ref 204203632
25 October 2017 FCA00381 FCA Ref 204826797
25 October 2017 FCA00378 FCA Ref 204775371
31 October 2017 FCA00379 FCA Ref 204309141 
7 November 2017 FCA00388 FCa Ref 204840080
10 November 2017 FCA00165 FCA Ref 4693
10 November 2017 FCA00166 FCA Ref 4760
10 November 2017 FCA00277 FCA Ref 4806
10 November 2017 FCA00278 FCA Ref 4814
10 November 2017 FCA00310 FCA Ref 4875
20 November 2017 FCA00393 FCA Ref 204863464
23 November 2017 FCA00391 FCA Ref 204854602
28 November 2017 FCA00398 FCA Ref 204542694
4 December 2017 FCA00390 FCA Ref 204603399
7 December 2017 FCA00364 FCA Ref 204534265
7 December 2017 FCA00404 FCA Ref 204772460
7 December 2017 FCA00389 FCA Ref 204735137
12 December 2017 FCA00301 FCA Ref 204693093
12 December 2017 FCA00394 FCA Ref 204837872
12 December 2017 FCA00406 FCA Ref 204883297
13 December 2017 FCA00353 FCA Ref 204775932

2016

Date

 The Complaint Commissioner's Report (CC)

FCA response*

12 January 2016

 FCA00099 FCA Ref 3996 and 4060
14 January 2016 FCA00108 FCA Ref 4437
14 January 2016 FCA00116 FCA Ref 4052
17 February 2016 FCA00120 FCA Ref 4538
24 February 2016 FCA00131 FCA Ref 4619
24 February 2016 FCA00132 FCA Ref 4557
30 March 2016 FCA00138 FCA Ref 4493
6 April 2016 FCA00142 FCA Ref 4492
11 May 2016 FCA00135 FCA Ref 4610
11 May 2016 FCA00152   FCA Ref 4823
27 May 2016 FCA00101   FCA Ref 4406
27 May 2016 FCA00154   FCA Ref 4613
3 June 2016 FCA00148   FCA Ref 4365
8 June 2016 FCA00158 FCA Ref 4643
8 June 2016 FCA00155 FCA Ref 4698
10 June 2016 FCA00141 FCA Ref 4551
28 June 2016 FCA00162 FCA Ref 4474
1 July 2016 FCA00169 FCA Ref 204050735
12 July 2016 FCA00143 FCA Ref 4876
12 July 2016 FCA00144 FCA Ref 4846
21 July 2016 FCA00156 FCA Ref 204193866
3 August 2016 FCA00151 FCA Ref 4499
8 August 2016 FCA00197 FCA Ref 204199525
31 August 2016 FCA00191 FCA Ref 204202947
31 August 2016 FCA00204 FCA Ref 204069321
31 August 2016 FCA00211 FCA Ref 204139638
7 September 2016 FCA00140 FCA Ref 4605
21 September 2016 FCA00074 FCA Ref 4224 and 4372
12 October 2016 FCA00153 FCA Ref 204063587
21 November 2016 FCA00223 FCA Ref 204271059
28 November 2016 FCA00189 FCA Ref 204102084
28 November 2016 FCA00240 FCA Ref 204385347
1 December 2016 FCA00236 FCA Ref 204291237
5 December 2016 FCA00084  FCA Ref 4169
5 December 2016 FCA00114 FCA Ref 4581
12 December 2016 FCA00118 FCA Ref 4582
16 December 2016 FCA00212 FCA Ref 204117445
16 December 2016 FCA00248 FCA Ref 204363045
30 December 2016 FCA00234 FCA Ref 204356493

2015 

Date The Complaint Commissioner's Report (CC) FCA response*
6 February 2015 FCA00034 FCA Ref 3801
6 February 2015 FCA00037 FCA Ref 3959
6 February 2015 FSA01613 FCA Ref 4018
12 February 2015 FCA00032 FCA Ref 3898
24 February 2015 FCA00039 FCA Ref 4076
24 February 2015 FCA00042 FCA Ref 4058
24 February 2015 FCA00043 FCA Ref 4021
12 March 2015 FCA00044 FCA Ref 4037
1 April 2015 FCA00020 FCA Ref 3887
1 April 2015 FCA00046 FCA Ref 4077
1 April 2015 FCA00047 FCA Ref 4100
8 May 2015 FCA00038 FCA Ref 3931 and 4041
8 May 2015 FCA00040 FCA Ref 3932 and 4008
12 May 2015 FCA00056 FCA Ref 4029
12 June 2015 FCA00008 FCA Ref 4053
12 June 2015 FCA00059 FCA Ref 4113
25 June 2015 FSA01525 FCA Ref 3190
10 July 2015 FCA00029 FCA Ref 3840
10 July 2015 FCA00070 FCA Ref 4219
17 July 2015 FCA00082 FCA Ref 4021
17 August 2015 FCA00016 FCA Ref 3858
17 August 2015 FCA00048 FCA Ref 4188
17 August 2015 FCA00075   FCA Ref 4246
17 August 2015 FCA00083 FCA Ref 4254
17 August 2015 FCA00080 FCA Ref 3783
17 August 2015 FCA00085 FCA Ref 4328
17 August 2015 FCA00086 FCA Ref 4038
17 August 2015 FCA00087 FCA Ref 4258
24 August 2015 FCA00073 FCA Ref 4243
24 August 2015 FCA00088 FCA Ref 4361
24 August 2015 FCA00089 FCA Ref 4187
11 September 2015 FCA00081 FCA Ref 4086
25 September 2015 FCA00092 FCA Ref 4003
16 October 2015 FCA00094 FCA Ref 4426
23 October 2015 FCA00095 FCA Ref 4170
23 October 2015 FCA00100 FCA Ref 4418
27 October 2015 FCA00072 FCA Ref 3977
27 November 2015 FCA00102 FCA Ref 4465
27 November 2015 FCA00105 FCA Ref 4438
3 December 2015 FCA00050 FCA Ref 3907
10 December 2015 FCA00053 FCA Ref 4194
11 December 2015 FCA00090 FCA Ref 3777 and 4120
11 December 2015 FCA00109 FCA Ref 4387
11 December 2015 FCA00110 FCA Ref 4498
11 December 2015 FCA00113 FCA Ref 4487
11 December 2015 FCA00115 FCA Ref 4472
18 December 2015 FCA00101 FCA Ref 4406
18 December 2015 FCA00112 FCA Ref 4515
29 December 2015 FCA00069 FCA Ref 4105
29 December 2015 FCA00107 FCA Ref 4382
29 December 2015 FCA00121 FCA Ref 4481
29 December 2015 FCA00124 FCA Ref 4106
29 December 2015 FSA01596 FCA Ref 3987
29 December 2015 FSA01618 FCA Ref 4033

2014 

Date The Complaint Commissioner's Report (CC) FCA response*
21 January 2014 GE-L01575 FCA Ref 3373
21 January 2014 GE-L01594 FCA Ref 3413
26 February 2014 GE-L01602 FCA Ref 3692
26 February 2014 FCA 00001 FCA Ref 3552
26 February 2014 FCA 00002 FCA Ref 3652
13 March 2014 FCA 00004 FCA Ref 3635
26 March 2014 GE-L01598 FCA Ref 3358
27 March 2014 GE-L01599 FCA Ref 3517
27 March 2014 FSA01597 FCA Ref 3251
27 March 2014 FSA01600 FCA Ref 3357
15 April 2014 FSA01605 FCA Ref 3702
23 April 2014 FSA01424 FCA Ref 3250
23 April 2014 FCA00006 FCA Ref 3733
21 May 2014 FSA01603 FCA Ref 3615
22 July 2014 FSA01604 FCA Ref 3302
22 July 2014 FSA01611 FCA Ref 3823
24 September 2014 FSA01614 FCA Ref 3709
24 September 2014 FCA00011 FCA Ref 3697
8 October 2014 FCA00021 FCA Ref 3829
8 October 2014 FCA00023 FCA Ref 3696
8 October 2014 FSA01615 FCA Ref 3928
15 October 2014 FCA00018 FCA Ref 3901
21 October 2014 FCA00024 FCA Ref 3924
25 November 2014 FCA00017 FCA Ref 3786
25 November 2014 FCA00022 FCA Ref 3329 & 3753
17 December 2014 FSA01617 FSA Ref 3948
17 December 2014 FCA00033 FCA Ref 3948
17 December 2014 FSA01569 FCA Ref 3233 and 3528
17 December 2014 FCA00014 FCA Ref 3713
17 December 2014 FCA00015 FCA Ref 3630
17 December 2014 FSA01616 FCA Ref 3703
23 December 2014 FCA00036 FCA Ref 4032

2013 

Date The Complaint Commissioner's Report (CC) FCA response*
17 April 2013 GE-L01509 FCA Ref 3145
11 June 2013 GE-L01516 FCA Ref 3087
13 June 2013 GE-L01531 FCA Ref 3228
27 June 2013 GE-L01537 FCA Ref 3172
7 August 2013 GE-L01532 FCA Ref 3362
14 August 2013 GE-L01553 FCA Ref 3305
14 August 2013 GE-L01535 FCA Ref 3324
15 August 2013 GE-L01554 FCA Ref ENQ SR 2013
25 August 2013 GE-L01543 FCA Ref 3219
15 October 2013 GE-L01515 FCA Ref 3292
15 October 2013 GE-L01565 FCA Ref 3383
31 October 2013 GE-L01573 FCA Ref 3565
6 November 2013 GE-L01574 FCA Ref 3409
6 November 2013 GE-L01578 FCA Ref 3214 & 3272
20 November 2013 GE-L01589 FCA Ref 3582
17 December 2013 GE-L01583 FCA Ref 3371
17 December 2013 GE-L01591 FCA Ref 3225

* we will not usually post a response where the Complaints Commissioner has not upheld a complaint.