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Home > About the Bank > Complaints against the regulators
 

Complaints against the regulators

The Financial Services Act 2012 requires the Bank of England, the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA), together known as the 'regulators', to have arrangements for the investigation of complaints against them. These arrangements are known as the complaints scheme.

What does the complaints scheme cover?

A complaint against the regulators means any expression of dissatisfaction about the manner in which the regulators have carried out, or failed to carry out, any of their ‘relevant functions’. For the Bank of England, the relevant functions are those under Part 18 of the Financial Services and Markets Act 2000 for recognised clearing houses and Part 5 of the Banking Act 2009 for inter-bank payment systems (excluding Bank of England legislative functions). For the PRA, the relevant functions cover all but its legislative functions. Legislative functions include, for example, activities such as making rules, issuing codes or statements, and giving directions or guidance under the relevant statutory provisions for each regulator.

Anyone directly affected by the regulators’ actions or inactions, or the representatives of those directly affected, may lodge a complaint against the regulators.

The types of complaints that can be investigated (including the circumstances where the regulators may exclude or not investigate a complaint) along with the process for dealing with these are set out in full in the complaints scheme (see Key Resources below). We are committed to transparency in the arrangements of the scheme and we will publish data on levels of compliance with service standards in the annual reports for the Bank  and the PRA.

 

How to make a complaint against the regulators

An overview of the complaints scheme and how it is operated can be found in the leaflet: ‘Bringing a complaint against the regulators' (see Key Resources below). In summary, the complaints scheme has two stages:

  • Stage 1 - complaints are investigated by the regulators (jointly or individually, as appropriate); and
  • Stage 2 - if a complainant remains dissatisfied with the outcome from Stage 1 - complaints are investigated by the Office of the Complaints Commissioner (OCC).

The easiest way to make a complaint about any of the regulators is by completing a complaints form online (see Key Resources below). As set out under the complaints scheme, the FCA will do an initial review of all complaints against the regulators and then direct them to the appropriate regulator to resolve. Alternatively, you can write to the regulators directly by email to complaints@fca.org.uk or by post to:

Complaints against the regulators
The Financial Conduct Authority
25 The North Colonnade
Canary Wharf
London
E14 5HS

The regulators can also accept complaints from consumers via the complaints helpline on 020 7066 9870.

 

Making a complaint against a regulated financial services firm

Before complaining, please ensure that your complaint is about the regulators themselves and not about a regulated financial services firm (eg a bank, an insurance firm or an asset manager). The regulators’ complaints scheme is separate from and not an alternative to a regulated firm’s own complaints procedure or the Financial Ombudsman Service (FOS). If you are looking for information about how best to make a complaint against a regulated firm, you will need to contact the regulated firm itself, or the FOS.

If you would like to make a complaint about a Recognised Clearing House (RCH), you should in the first instance use the RCH’s own complaints procedure. Relevant complaints about an RCH can also be addressed to the regulator by writing to:

FMI Information
Bank of England
FMI Supervision Directorate, MG-SE-3
20 Moorgate
London
EC2R 6DA

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