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    • General information
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      • Guide to mystery shopping
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      • Frequently asked questions
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      • Appointed representatives

We have a dedicated contact centre to provide you with a direct point of contact at the FSA and to help you to understand our regulatory requirements.

How to contact us

Telephone: 0845 606 9966 (call rates may vary)

Overseas call: +44 20 7066 1000

Please have your six-digit firm reference number (FRN xxxxxx) ready.

Opening times: Monday to Friday 9:00am to 5:00pm (extended to 8:00am to 6:00pm at known peak times)

For email enquiries and for frequently asked questions including RMAR and GABRIEL go to Firm Contact Centre

Post: Firm Contact Centre
The Financial Services Authority
25 The North Colonnade
Canary Wharf
London E14 5HS

Fax: +44 (0)20 7066 0991

Our service standards:

• Answer 80% of calls within 20 seconds.
• Maintain a call abandonment rate of below 5%.
• Resolve 90% of written correspondence within 12 working days.

How your enquiry will be handled:

• Our simplified call distribution system will direct you to the first appropriate adviser available, keeping waiting times to a minimum.
• We will ask you for your six-digit firm reference number (FRN xxxxxx) which will help us to access your records quickly.
• We may point you to the relevant section in the FSA Handbook or a particular area of our website, where detailed information related to your query can be found.
• If your query is complex, we may need to research it further and call you back. Our adviser will provide you with their name and an approximate call back time.
• We may ask you to put your enquiry in writing to enable us to understand it fully and to make a proper evaluation before responding.

What you can do to help us:

• Please check on our website first as there may be information to help you to resolve your query before calling.
• Have your firm reference number ready.
• Provide feedback on our service by sending your comments to: FCCFeedback@fsa.gov.uk

Our commitment to you:

• Our advisers will be on hand to answer your call quickly and efficiently.
• We will equip our team with the appropriate information and relevant knowledge to resolve your enquiry on first contact where possible.
• We will provide you with a prompt substantive response to queries.
• We will measure and continually improve the quality of the service we provide to you.
• We will publish our performance against our measures and standards in our performance account.
• We will listen to the feedback you give us on the service we provide and act appropriately.