Complaints schemes
Stage 1
There are three ways that complaints can be investigated at Stage 1:
The Fast Track Scheme
If we believe we can deal with your complaint satisfactorily within five working days of its reaching the FSA, we may enter the complaint into our Fast Track Scheme. This Scheme allows the area of the FSA most closely connected with the matter complained of to resolve low impact complaints promptly. If you remain dissatisfied at the conclusion of the Fast Track Scheme, you can then refer your complaint to Corporate Services requesting them to investigate the matter under the Main Scheme.
The Main Complaints Scheme
If the matters giving rise to your complaint occurred after 1 December 2001 we will consider it under the Main Complaints Scheme.
The Main Complaints Scheme covers complaints that have arisen in relation to all our responsibilities under FSMA.
The Transitional Complaints Scheme
If the matters giving rise to your complaint occurred before 1 December 2001 (when the FSA became the single regulator under FSMA), we will consider your complaint under the Transitional Complaints Scheme.
The Transitional Complaints Scheme covers complaints that have arisen in relation to:
- the FSA's responsibilities under the Financial Services Act 1986 (including the FSA's role as the competent authority for listing);
- the FSA's responsibilities under the Banking Act 1987 between 1 June 1998 and 1 December 2001 only; and
- the actions or inactions of the PIA, IMRO or SFA before 1 December 2001.
The Transitional Complaints Scheme will NOT cover complaints that have arisen in relation to:
- the Banking Act 1987 prior to 1 June 1998. These complaints should be made to the Bank of England;
- the 'prudential' regulation of insurance companies, building societies and friendly societies between 1 January 1999 and 1 December 2001.
Please note that while we can offer compensation on an ex gratia basis under the Main Complaints Scheme, this remedy is not available under either the Transitional or Fast Track Schemes.
