We communicate with firms and consumers in many ways. Our audiences include MPs, firms and consumers.
Contents
- Supervision Hub: our first point of contact for firms and consumers
- MPs' letters: our responses to requests for information from MPs and peers
- Freedom of Information Act (FOIA) requests: our responses to requests for information
- Data Protection requests: our responses to requests from individuals about information we hold about them
- Complaints: acknowledging and completing investigations into complaints
- Payment of suppliers: payment of supplier invoices in 30, 60 or more days
- FCA systems: availability of our external-facing information availability of our external-facing information systems (website and Financial Services Register)
Supervision Hub
The Supervision Hub[1] includes our dedicated helplines and online communication portal for firms and consumers. It provides key services, including
- guiding firms with queries about authorisation or regulatory obligations
- helping consumers with issues when dealing with financial services firms
We publish our Supervision Hub metrics voluntarily. These measure the performance of our telephone and correspondence services.
Exclusions:
These metrics do not include correspondence covered by statutory operating service standards. This includes requests for information under the UK General Data Protection Regulation (UK GDPR), the Freedom of Information Act 2000 and the Environmental Information Regulations 2004.
Chart tips: hover over the data series to view the data values and filter the data categories by clicking on the legend.
Firm hub standards
Unanswered telephone calls
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We met our annual target by answering 97.8% of firm calls, with an abandonment rate of 2.2%. Our target is to answer 95% calls.
Average speed to answer
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We answered firm calls in an average of 67 seconds, within our 120‑second standard.
Satisfaction scores (telephony)
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Our firm customer satisfaction telephone score was 90.2%, above our 80% target. Scores are based on post-call surveys where callers rate their experience with us.
Responding to email/webform/webchat
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We responded to 94.4% of firm emails, web forms and webchat correspondence within 2 working days, exceeding our 90% target.
Responding to letters
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We answered 99.4% of letters within 5 working days, exceeding our 90% target.
Satisfaction scores (correspondence)
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We achieved a firm customer satisfaction score of 84.1% for correspondence, meeting our target of over 80%. Scores are based on surveys where firms who contact us rate their experience.
Consumer hub standards
Unanswered telephone calls
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We answered 96.6% of consumers' calls, exceeding our 95% target. Our abandonment rate was 3.4%.
Average speed to answer
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We answered consumer calls in an average of 76 seconds, within our 120‑second standard.
Satisfaction scores (telephony)
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Our consumer satisfaction telephone score was 88.8%, above our voluntary target of 80%. Scores are based on post-call surveys that ask callers about their experience with us.
Responding to email/webform/webchat
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We responded to 98.3% of consumers' emails, web forms and webchats within 2 working days, exceeding our 90% target.
Responding to letters
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We responded to 98.4% of consumer letters within 5 working days and exceeded our 90% target.
Satisfaction scores (correspondence)
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Our consumer satisfaction score for correspondence was 79.3%, slightly below our 80% target. Scores are based on surveys of people who contact us.
When consumers were dissatisfied, this was often due to a gap between their expectations and our remit. For example, some expected us to recover losses from scams. We are improving our Contact us page[2] and our correspondence. This will help explain our role more clearly and direct consumers to organisations that can help with issues outside our scope and remit.
MPs’ letters
We respond to requests for information from elected representatives and peers through letters or parliamentary questions.
We provide full and timely replies to letters sent to us from members of:
- Parliament
- the House of Lords
- the Scottish Parliament
- the Welsh Parliament
- the Northern Ireland Assembly
These letters may be sent on behalf of a constituent or groups of constituents.
We have a target to provide a substantive reply to 80% of letters from MPs within 15 working days and 98% within 20 working days.
We may pause these targets for any individual cases where we need more information to respond accurately, for example to better understand a constituent’s concern.
Letters replied to within 15 days
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Letters replied to within 20 days
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We improved performance in 2025/26 and comfortably met our 15 and 20 working day service level targets by responding to 90.7% of letters within 15 days and 98.8% of letters within 20 days. We delivered this improvement while managing a 32% increase in MP correspondence. We received 574 letters in 2025/26, compared to 435 in 2024/25. During the year, we introduced new customer relationship management (CRM) software. This helped us deliver responses more quickly and efficiently.
Freedom of Information Act (FOIA) requests
The Freedom of Information Act (FOIA) requires us to respond to requests for recorded information within 20 working days. In some cases, we can extend this by another 20 working days. Our target is to complete 90% of FOIA requests within the statutory timeframe.
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The number of FOIA requests received increased by 24% year-on-year. Despite this, we continued to exceed our target. In 2025/26, we closed 965 requests. Of these, 914 (94.7%) were closed within the statutory timeframe. This is a slight improvement on 2024/25, when we closed 775 requests and completed 94.1% (729) within the statutory timeframe.
Data Protection requests
The UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 require us to respond to Data Protection Requests (DPRs), including Data Subject Access Requests (DSARs), within one month. We can extend this by up to 2 months for more complex requests.
Our target is to complete 90% of DPRs within the statutory timeframe.
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During 2025/26, we closed 543 requests. Of these, 528 (97.2%) were closed within the statutory timeframe. This is a slight decrease from 2024/25, when we closed 239 requests and completed 233 (97.5%) within the timeframe. However, performance has remained well above our target.
From June 2025, we introduced a more comprehensive approach to recording and tracking DPRs. This ensures we capture all requests within scope consistently, including those handled outside the central team. As a result, recorded request numbers have increased significantly year-on-year. This provides a more accurate reflection of demand.
Complaints
Under the Financial Services Act 2012, we must have a Complaints Scheme[3] to investigate complaints about how we carry out our duties. We must investigate complaints as quickly as possible.
We have 3 voluntary complaints metrics:
- Acknowledgement – Stage 1 investigation: We aim to acknowledge 95% of Stage 1 complaints within 5 working days of receiving them in our central Complaints Department.
- Completion – local area: We aim for the relevant FCA business area (for example, Supervision) to investigate and send a decision within 10 working days for 95% of complainants. This happens before any Stage 1 investigation by our central Complaints Department.
- Completion – Stage 1 investigation: We aim to write within 4 weeks of receiving a complaint for 95% of Stage 1 cases. This response explains whether the complaint is eligible under the Scheme and sets out the next steps.
Complaints response rates: acknowledgement ‐ stage 1 investigations
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Complaints response rates: completion ‐ local area
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Complaints response rates: completion ‐ stage 1 investigations
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In 2025/26, we received 549 new complaints and closed 550. We met targets across all 3 metrics:
- acknowledging 97.5% at Stage 1 within 5 working days
- completing investigation in local business areas within 10 working days in 97.7% of cases
- issuing Stage 1 scoping and eligibility decisions within 20 working days in 96.6% of cases for complaints that do not form part of a group of complaints about the same issue.
Payment of suppliers
We have a voluntary target to pay a minimum of 80% of all invoices within our standard payment terms of 30 days. Our performance is stable across these metrics, and we are meeting our targets.
Payment of suppliers within 30 days from invoice date
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We met our annual target by paying 84.9% of invoices within 30 days.
Payment of suppliers 31 to 60 days from invoice date
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We met our annual target by paying 10.5% of invoices between 31 and 60 days. Our target is to pay less than 15% of invoices within 31 to 60 days.
Payment of suppliers more than 60 days from invoice date
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We met our annual target by paying just 4.6% of invoices in over 60 days. Our target is to pay less than 10% of invoices in more than 60 days.
Payment of suppliers within supplier terms
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We met our annual target by paying 84.6% of invoices within suppliers’ terms. Our target is to pay more than 80% of invoices within suppliers’ terms.
FCA systems
We monitor the availability of our information services systems to meet our voluntary target of 98.5% availability within the specified times for each system.
The Financial Services Register (FS Register): A public record of financial services firms, individuals, and other bodies under our regulation. We aim to keep it available 24 hours a day, 365 days a year.
FCA website: Our main digital channel for consumers and firms. We aim to keep it available 24 hours a day, 365 days a year.
RegData (Regulatory Data) submission system: Our system for collecting, validating, and storing regulatory data. We aim to keep it available Monday to Friday, 7am to 10pm, and Saturday to Sunday, 8am to 5pm.
We met our targets for system availability.
Availability of IS systems
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Availability of Financial Services Register
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Availability of FCA website
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Availability of RegData
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