What does the complaints scheme cover?
The definition of what is considered a complaint about the regulators is found in the Complaints Scheme. It also sets out situations where we will not investigate. For example, we cannot consider complaints about our rules or guidance, complaints about other regulators, or complaints about the firms we regulate.
If you have a complaint about a regulated firm, you should initially raise this with the firm itself. If the firm cannot resolve the matter directly, you may be able to make a complaint to the Financial Ombudsman Service (FOS).
Anyone can make a complaint if they are directly affected by the matters they complain about. Complaints must be made within 12 months of you having become aware of the matters that caused it, unless you can demonstrate reasonable grounds for delay. The full text of our scheme can be found here:
If you are making a complaint about a Recognised Clearing House (RCH), you should use their own complaints procedure in the first instance by writing to:
FMI Information
Bank of England
FMI Supervision Directorate, MG-SE-3
20 Moorgate
London EC2R 6DA
How to make a complaint against the regulators
The easiest way to make a complaint about any of the regulators is by completing a complaints form and sending to us.
Complaints against the regulators form
The form can be sent to us at the following address:
Complaints Against the Regulators
Bank of England
20 Moorgate
London EC2R 6DA
Via Email: complaints@bankofengland.co.uk
We will liaise with the FCA to ensure the appropriate regulator handles your complaint or where a joint investigation is appropriate. You can contact the FCA directly via their complaints website or the FCA Complaints Helpline on 020 7066 9870.
What will you do once I have made a complaint?
We will acknowledge complaints in writing within five working days of receipt. Within four weeks of receipt, we will tell you whether or not we intend to investigate your complaint, including the anticipated timescale for dealing with it.
In any event, we will endeavour to provide you with a substantive response to your complaint as soon as possible. We aim to complete investigations within 16 weeks of receipt. However some more complex cases may take longer. We will write to you regularly to keep you informed of the progress of your complaint.
What happens if I am not happy with the outcome?
If you are not happy with the outcome of your complaint, you can contact the Office of the Complaints Commissioner (the Commissioner). The Commissioner provides an independent assessment of the investigation made under the Scheme. You must contact the Commissioner within three months of receiving our decision letter, or our letter informing you that we will not investigate the complaint.