Index of standards - Communications

To provide a substantive response to letters, emails or faxes we receive via the Firm Contact Centre, FSA Relationship Manager or relating to certain types of questions about our fees

This standard aims at providing prompt answers to questions from firms or entities that we regulate. The standard applies to correspondence which:

• requires a response;
• is addressed to our Firm Contact Centre or one of our firm relationship managers; and
• is from a regulated firm or entity or from its professional adviser where the firm/entity name is given.

In relation to questions about fees, the standard applies to correspondence which:

• requires a response; and is either
• addressed to our Revenue team or is clearly marked as a revenue query; or
• is addressed to our Electronic Customer Relationship Management system (eCRM) team or is clearly marked as an eCRM query.

The eCRM system gives us a means of communicating with authorised firms and other key external stakeholders via bulk email. We can target these communications at specific groups of firms such as financial advisers or banks, thereby maximising the effectiveness of the communications.

If we cannot give a substantive response within the target timescale then we will aim to notify you.

This service standard does not include correspondence which is subject to statutory service standards, such as requests for information under the Data Protection Act 1998, The Freedom of Information Act 2000 and the Environmental Information Regulations 2004.

To provide a draft letter of our findings and recommendations following an "ARROW" discovery visit to a firm

We aim to provide firms with a draft Risk Mitigation Programme (RMP) letter as soon after the completion of a discovery visit as possible. Once the final close-out meeting has been held, a discovery visit is deemed to be complete and we start preparing a draft RMP letter.

To provide a substantive response to correspondence received by the Consumer Contact Centre

At the FSA we currently have two Contact Centres which form the main point of contact for many of the people and firms we deal with. As such it is important that we provide a prompt yet high quality service for dealing with the high volumes of correspondence we receive each day.

A substantive response is one which we regard as providing a conclusive response (where a response is required) and therefore closes the correspondence. Where we are unable to provide a substantive response within our target timescale, we aim to notify you.

This service standard does not include correspondence which is subject to statutory service standards, such as requests for information under the Data Protection Act 1998, The Freedom of Information Act 2000 and the Environmental Information Regulations 2004.

To meet requests received through the automated Consumer leaflet request telephone lines

Leafletline allows members of the public to order a selection of the most frequently requested consumer publications and those we believe to be important. Other leaflets can be ordered through the Consumer Contact Centre.

The target is for a minimum of 95% of orders for publications, which are placed using our automated Leafletline, to be posted out within our target timescale of the placing of that order.

The telephone call abandonment rate for calls made directly to the Consumer Contact Centre

At the FSA we have two Contact Centres which form the main point of contact for many of the people and firms with whom we deal. As such it is important that we provide a prompt yet high quality service for dealing with the high volume of telephone calls we receive each day.

We class a telephone call as abandoned when a caller ends it before we answer it, or while they are on hold. Calls made to the automated Leafletline, those which are directed via the switchboard and direct calls to other people in the FSA are not subject to this standard.

To answer telephone calls made directly to the Consumer Contact Centre

At the FSA we have two Contact Centres which form the main point of contact for many of the people and firms with whom we deal. So it is important that we provide a prompt yet high quality service for dealing with the high volume of telephone calls we receive each day.

One of the main ways in which we are contacted through the contact centres is by telephone, and so answering these calls quickly is an important part of the service we offer.

Calls made to the automated Leafletline, those which are directed via the switchboard and direct calls to other people in the FSA are not subject to this standard.

The telephone call abandonment rate for calls made directly to the Firm Contact Centre

At the FSA we currently have two Contact Centres which form the main point of contact for many of the people and firms with whom we deal. As such it is important that we provide a prompt yet high quality service for dealing with the high volume of telephone calls we receive each day.

We class a telephone call as abandoned when a caller ends it before we answer it or while they are on hold.

Calls made to the automated Leafletline, those which are directed via the switchboard and direct calls to other people in the FSA are not subject to this standard.

To answer telephone calls made directly to the Firm Contact Centre

At the FSA we currently have two Contact Centres which form the main point of contact for many of the people and firms with whom we deal. As such it is important that we provide a prompt yet high quality service for dealing with the high volume of telephone calls we receive each day.

Calls made to the automated Leafletline, those which are directed via the switchboard and direct calls to other people in the FSA are not subject to this standard.

To process simple oral queries relating to the Code of Market Conduct

Our Code of Market Conduct is designed as guidance for the industry about what we consider constitutes market abuse, what we consider does not constitute market abuse, and the factors we consider in making such decisions.

While the Code does provide guidance, it is not designed as a comprehensive list. Because of this, there may be occasions when firms want us to clarify our position on certain activities, and it is these queries to which this standard refers.

We will inform you that your query has been defined as ‘simple’ at our first point of contact.

To process complex queries relating to the Code of Market Conduct

Our Code of Market Conduct is designed as guidance for the industry about what we consider constitutes market abuse, what we consider does not constitute market abuse, and the factors we consider in making such decisions.

While the Code does provide guidance, it is not designed as a comprehensive list. Because of this, there may be occasions when firms want us to clarify our position on certain activities, and it is these queries to which this standard refers.

We will inform you that your query has been defined as ‘complex’ at our first point of contact.

To consult on relevant documentation

The Financial Services and Markets Act (2000) requires us to consult publicly on proposed new legislative material, unless (in most cases) the delay would be prejudicial to the interests of consumers. This public consultation helps us to operate in an open and accountable manner, and gives the public the opportunity to give us feedback on proposed changes.

To provide a substantive reply to MPs' letters

To reply fully and promptly to any letter received from Members of Parliament, Members of the European Parliament, Members of the House of Lords, Members of the Scottish Parliament, Welsh Assembly and Northern Ireland Assembly addressed to the FSA or any member of staff.

These letters can be on behalf of a constituent or groups of constituents. They may also be about a specific topic, rather than on behalf of constituents.

As a public authority accountable to Parliament, we believe it is important to respond professionally to such letters.

To reply to 'right to know' requests for information made under the Freedom of Information Act 2000

The Freedom of Information Act 2000 (FOIA) gives members of the public the right to request specific information from public authorities, and we have been designated a public authority for this purpose. If a member of the public would like information which we hold but which cannot be found already in published form on our Publications scheme, then they can write to us and we will provide that information unless it is subject to certain FOIA exemptions.

As a regulator, we hold sensitive information that we may not be required to provide under FOIA. In cases where the information is not exempt we will attempt to respond to requests within the timescale stated in the standard.

To reply to requests for information made under the Data Protection Act 1998

We often use personal information on individuals for regulatory purposes. The Data Protection Act 1998 imposes obligations on us to protect this personal information, and to process it fairly and legally.

It also gives individuals on whom we hold personal information the right to ask us for details of that personal information (a ‘subject access request’), and how we are using it.

Payment of Suppliers – To pay correct invoices received from suppliers

In line with industry best practice, we aim to pay invoices quickly once received. This service standard applies to all correct invoices we receive.

To ensure availability of customer facing Information Services (IS) systems, encompassing the following systems

Firms Online

To ensure the Firms Online system is available

Firms Online is a web-based system for authorised firms that enables them to submit online forms for some key regulatory processes. The availability of the system is currently measured Monday to Friday, 7am to 8pm (UK Time). However, the system is normally available until 10pm, except during planned system maintenance.

GABRIEL (GAthering Better Regulatory Information ELectronically) submission system

To ensure the GABRIEL system is available

GABRIEL (GAthering Better Regulatory Information ELectronically) is our new regulatory reporting system for the collection, validation and storage of regulatory data.  The availability of the system is currently measured Monday to Friday, 8am to 10pm and Saturday to Sunday, 8am to 5pm (UK Time), except during planned system maintenance.

Electronic submission system

To ensure the electronic submission (ELS) system is available

The Electronic Listing Service allows companies’ advisers to send documentation to the UK Listing Authority in electronic form. Once a firm has registered and received their login details they will be able to access the system. The availability of the system is currently measured Monday to Friday, 7am to 8pm (UK Time), except during planned system maintenance.

FSA Register

To ensure the FSA Register system is available

The FSA Register is a public record of financial services firms, individuals and other bodies which fall or have come under its regulatory jurisdiction as defined in FSMA.

The availability of the system is currently measured Monday to Friday, 7am to 8pm (UK Time), except during planned system maintenance.

FSA Website

To ensure availability of the FSA's external website

Our website is targeted towards consumers and authorised firms and delivers information crucial to the regulation of the financial services within the UK. While we aim to make this system available 24 hours each day, its availability is currently measured Monday to Friday, 7am to 8pm (UK Time), except during planned system maintenance.

Compare products system (CTS)

To ensure availability of CTS System

The 'Compare products' part of our website provides impartial comparison tables to help consumers shop around for mortgages, savings accounts, annuities and a range of other financial products. We update the tables every day. The availability of the system is currently measured Monday to Friday, 7am to 8pm (UK Time), except during planned system maintenance

Fee calculator

To ensure availability of fee calculator system

The fee calculator enables firms to estimate their FSA fees, FSCS levy and FOS general levy for different financial periods and scenarios (either the consulted rates or the final rates for that period). The availability of the system is currently measured Monday to Friday, 7am to 8pm (UK Time), except during planned system maintenance