Context
In this report, the FCA responds to the points raised in the Complaints Commissioner’s Annual Report and gives an update on its key performance measures. It sets out the FCA’s complaint and outcome definitions.
Key points to note and next actions
The FCA puts forward its reasons for those circumstances where it may not have investigated complaints (e.g., they were time-barred by the FCA), explains why it did not agree with recommendations made by the Commissioner, comments on themes identified by the Commissioner, and on how it will approach policy considerations identified by the Commissioner (including compensation, the use of the time-bar, legislative functions and revisions to the complaints scheme).
The report contains a number of performance measures covering various periods between 2019/20 to 2023/24