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© The Financial Services Authority.

Complaints

If you want to make a complaint about a financial services firm, please see Making a complaint.

Complaints about the FSA

We have a formal complaints scheme to deal with any complaint against the FSA. You can use this to complain about the way we have carried out, or failed to carry out, any of our functions. We will then investigate your complaint.

This is just a summary here, but you can find out more in our Bringing a complaint against the FSA leaflet on our Corporate website. It sets out what you can expect to happen once you have complained and gives useful contact details.

We can investigate your complaint if it:

  • amounts to an expression of dissatisfaction;
  • is directed against us, the FSA, rather than against any other organisation or firm, whether we regulate them or not; or
  • is about the way we have carried out, or failed to carry out, our functions, other than the things we have to do by law.

We cannot investigate complaints about:

  • our relationship with our employees;
  • contractual or commercial disputes involving the FSA;
  • our making of rules, issuing of codes and general guidance; or
  • the actions, or inactions, of the Financial Ombudsman Service or the Financial Services Compensation Scheme.

We will not investigate complaints that:

  • could or would be more appropriately dealt with in another way (eg at a Tribunal or through the courts);
  • are connected to, or are the subject of, ongoing FSA action; or
  • express no more than dissatisfaction with our general policies or the exercise of, or failure to exercise, our discretion where no misconduct is alleged.

How to complain

The easiest way is to complete our complaints form. You can get the form:

  • online on our Corporate website, where you can also download a form to send back in the post;
  • by emailing our complaints team at complaints@fsa.gov.uk;
  • by writing to us at: FSA Company Secretariat, The Financial Services Authority, 25 The North Colonnade, Canary Wharf, London E14 5HS; or
  • by telephoning a member of our complaints team on 020 7066 9870.

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