Information on super complaints received by the FCA - March 2022

FOI Release Date of Release:

Reference Case Number: FOI9068

Freedom of Information: Right to know request:

  1. How many Super Complaints have the FCA received in the last 5 years;
    1. which bodies/firms brought the Super Complaints, and
    2. what was the subject of the Super Complaints?
  2. How many Super Complaints have the FCA received since inception of the scheme?

FCA response:

We can confirm that no super-complaints have been made directly to the FCA. We have, however, worked with other organisations regarding super-complaints which they have received, specifically:

  • The Payment Systems Regulator in relation to a super-complaint submitted to them in 2016 by ‘Which?’. This concerned consumer safeguards in the market for push payments. The FCA was alerted to this super-complaint and provided advice and assistance to the PSR on its response as well as undertaking further work in the area; and
  • The Competition and Markets Authority (‘the CMA’) in relation to a super-complaint submitted to them in 2018 by the Citizens Advice Bureau. This concerned the ‘loyalty penalty’ in five essential markets including cash savings, home insurance and mortgages. The FCA has worked with the CMA and has undertaken further work to address the issues raised in this super-complaint.