As a public body, we aim to eliminate discrimination and promote equal opportunities. Find out more about how we are meeting our objectives.
As a public body, we are subject to the Public Sector Equality Duty (PSED). This means we must consider the need to:
- eliminate discrimination
- advance equality of opportunity
- foster good relations between people who share protected characteristics, and those who don’t
Equality Impact Assessments
We carry out Equality Impact Assessments (EIA) to help us meet the PSED.
We designed the EIA process to inform and record our decision-makings, and to help us assess the potential impact of our work on different groups by:
- Identifying the evidence, we use to consider our equality objectives, and whether we need any more evidence to improve our decision-making.
- Making sure proposed rules, policies, and guidance don’t unlawfully discriminate against, or create disproportionate negative impacts for people with protected characteristics.
- Identifying opportunities to promote equality of opportunity and good relations between groups and reduce any negative effects of our decisions.
We are not legally required to carry out EIAs or follow a specific process. However, they are a useful way to guide our decision-making and show how we have met the PSED, which is a legal requirement.
Equality and Human Rights Commission
We have a memorandum of understanding (MOU) with the Equality and Human Rights Commission (EHRC), which enforces the Equality Act.
The MOU sets out how we will work together on shared regulatory issues, this includes:
- sharing knowledge and expertise
, - working together on inquiries, research projects and diagnostic work
- cooperating on advice, guidance and policy
- issuing joint external communications
- referring concerns to each other and directing complaints appropriately
- signposting guidance on our respective regulatory roles
- commissioning of research and reviewing existing research
Our supply chain
We review diversity, equity and inclusion (DEI) each year as part of updating our Supplier Code of Conduct (PDF), to keep it current.
We also use our membership of the Financial Services Qualification System (FSQS) community to collect DEI information on suppliers who are FSQS members.
Making our information more accessible
We provide information in alternative formats on request, including for large font, audio and easy read publications.
We make sure our website complies with Web Content Accessibility Guidelines (WCAG) 2.2 A and AA standards. We also test it with assistive technologies, such as screen readers, so it is easier for everyone to use.
You can find out more about our approach to accessibility, including how to request accessible formats and report issues.
Consumer contacts
Our contact centre handles around 9,000 consumer enquiries each month by telephone, webform, and post.
We offer a 48-hour call-back service for potentially vulnerable consumers to provide timely support. In exceptional cases, we can also refer consumers to the Samaritans.
We work with trusted partners, including Age UK, Shelter, and Scope. Our reciprocal referral arrangements help ensure consumers are directed to the most appropriate support.
We are committed to making our services accessible to all consumers. This includes:
- providing information in alternative formats, such as Braille, large print, and coloured paper
- offering audio recordings of correspondence and support through text relay services
- providing translation services, both spoken and written, across languages worldwide
Our complaints process
We are committed to ensuring our complaints process is fair and accessible for all complainants.
We updated our Complaints Scheme in 2023 and our internal Complaints Policy in 2025. These changes have improved how we communicate with people who complain about us. They make it easier to engage with our process and understand our decisions.
This includes using clear and accessible language, offering different ways to communicate with us, and providing information in formats or languages that meet individual needs.
We have also improved how we handle complaints by strengthening monitoring and oversight of case handling. This supports timely communication and helps ensure complainants are treated consistently and fairly.
Speaker requests
In 2022, we updated our existing speaker request process to place greater emphasis on diversity. We also published information for event organisers about our approach.
We aim to encourage event organisers, and the wider industry, to improve the diversity of the events we attend. This also supports a more diverse range of FCA speakers.
FCA Handbook
When we develop new rules, or update existing ones in our Handbook, use inclusive language. This includes avoiding unnecessary gendered terms.
Innovation Hub
FinTech has an important role to play in driving financial inclusion.
In 2022, we launched an initiative to encourage firms developing innovative DEI products to work with us.
You can find out more about this work on our DEI Spotlight Innovation Hub.
