• About the FSA
  • Aims and objectives
    • The Performance Account
      • Service standards
        • Latest results
          • Complaints against the FSA

The FSA Complaints Scheme was set up in September 2001 in accordance with the requirements of the Financial Services and Markets Act 2000 (FSMA), which requires the FSA to have arrangements in place to investigate complaints made against its actions/inactions under FSMA. The following standards relate to the time we take to respond to and deal with complaints received.

Results table

The following table covers the period 1 April 2008 to 30 September 2008. For a full listing of the current service standard portfolio see Currently applicable standards.

For a more detailed explanation of what a given standard means, click on its ID.

ID	Standard	Target	Performance	Cases met/applicable
C1.1	Fast Track: To complete the investigation and respond to the complainant and send a leaflet explaining how the Complaints Scheme works and the right to ask for a stage one investigation	100% within 5 working days	(75 %)	3 / 4
C1.2	Stage 1: To acknowledge a complaint and send a leaflet explaining how the Complaints Scheme works and the right to ask for a stage two investigation	100% within 5 working days	(98.9 %)	183 / 185
C1.3	Stage 1: To notify the complainant if the complaint will not be admitted to the Scheme at stage one	100% within 4 weeks	(100 %)	68 / 68
C1.4	Complete a stage one investigation and write to the complainant with results of the complaint or write to the complainant to set out a reasonable timescale within which the FSA plans to deal with the complaint	100% within 4 weeks	(100 %)	117 / 117

Performance key
Not met Under 90% of target	Not met 90% of target or above	Met Target achieved	No applications No requests received

 

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