OE-M09: Overall satisfaction of firms based on interactions with FCA and views on FCA communications
Description:
Overall satisfaction of firms’ relationship with us, based on dealings with us over the past 12 months and their views on our communications.
Fixed firms are a small population of firms that require the highest level of supervisory attention. These firms are allocated a named individual supervisor. The FCA & Practitioner Panel survey received responses from 45 fixed firms in 2026, compared to 47 in 2025 and 47 in 2023/24.
Flexible firms are supervised proactively. These firms use the FCA Supervision Hub as their first point of contact. In 2026, 4,765 responded to the survey, compared with more than 5,300 respondents in 2025 and 6,561 respondents in 2023/24.
Taking into account all of your firm’s dealings with the FCA, how satisfied are you with the relationship? (Score out of 10)
Fixed Firms | Flexible Firms | |||||||
|---|---|---|---|---|---|---|---|---|
| Satisfaction Score | 2022 | 2023/24 | 2025 | 2026 | 2022 | 2023/24 | 2025 | 2026 |
| Satisfied (≥7) | 65% | 84% | 75% | 76% | 70% | 74% | 74% | 79% |
| Mixed (4-6) | 32% | 16% | 25% | 19% | 24% | 22% | 22% | 18% |
| Dissatisfied (≤3) | 3% | 0% | 0% | 5% | 6% | 4% | 5% | 3% |
| Mean satisfaction score | 6.9 | 7.4 | 7.1 | 7.2 | 7.2 | 7.4 | 7.4 | 7.7 |
Overall, the FCA's communications to my firm are:
Clear | ||||||||
|---|---|---|---|---|---|---|---|---|
Fixed Firms | Flexible Firms | |||||||
| Response | 2022 | 2023/24 | 2025 | 2026 | 2022 | 2023/24 | 2025 | 2026 |
| Strongly Agree/Agree | 85% | 83% | 70% | 82% | 70% | 73% | 72% | 74% |
| Neither Agree nor Disagree | 10% | 15% | 19% | 11% | 18% | 17% | 18% | 18% |
| Strongly Disagree/Disagree | 5% | 2% | 11% | 7% | 12% | 10% | 10% | 8% |
Consistent | ||||||||
Fixed Firms | Flexible Firms | |||||||
| Response | 2022 | 2023/24 | 2025 | 2026 | 2022 | 2023/24 | 2025 | 2026 |
| Strongly Agree/Agree | 70% | 74% | 64% | 76% | 74% | 78% | 78% | 80% |
| Neither Agree nor Disagree | 22% | 18% | 19% | 13% | 19% | 17% | 17% | 15% |
| Strongly Disagree/Disagree | 8% | 8% | 16% | 12% | 7% | 5% | 5% | 5% |
| Relevant | ||||||||
Fixed Firms | Flexible Firms | |||||||
| Response | 2023/24 | 2025 | 2026 | 2023/24 | 2025 | 2026 | ||
| Strongly Agree/Agree | 77% | 80% | 87% | 69% | 67% | 68% | ||
| Neither Agree nor Disagree | 23% | 11% | 8% | 22% | 23% | 23% | ||
| Strongly Disagree/Disagree | 0% | 9% | 5% | 9% | 9% | 9% | ||
Source: FCA & Practitioner Panel survey
As the FCAPP survey only covers 45 fixed firms compared with 4,765 responses from flexible firms. This means the results for fixed firms are sensitive to changes in a small number of individual responses.
The statement on relevance of FCA communications was not asked in 2022 so is benchmarked against 2023/24. The question on relevance of communications in previous surveys asked firms whether they thought communications were relevant: to a great extent, to some extent, not very much, not at all, or don’t know.
In 2022, 98% of fixed firms and 89% of flexible firms agreed that communications were relevant to a great/some extent.