What we do

The Financial Services and markets Act 2000 required the setting up of an arrangement for the investigation of complaints against the Financial Services Authority (FSA). Accordingly, the Commissioner was introduced with effect from 3rd September 2001.

In the first instance, complaints should normally be referred to the FSA for consideration. See the FSA's website for more information.

The Commissioner may consider, under the main Complaints Scheme, complaints about the way the FSA has carried out, or failed to carry out, its role under the Financial Services and Markets Act 2000 (FSMA). Complaints about predecessor bodies covered by previous legislation are considered under the Transitional Scheme. For further information on both of these Schemes, use the links to the right.

Generally the Commissioner will not investigate a complaint until the FSA have had the opportunity to do so. However, the Complaints Scheme does allow the Commissioner to investigate a complaint without the Financial Services Authority first having the opportunity to do so in exceptional circumstances.

The Complaints Commissioner investigates the complaint and issues a preliminary report to both the complainant and the Financial Services Authority who can then make further submissions. Upon receipt of these further submissions, the Commissioner will issue his final decision which may be published (in an anonymised format) on this website.
Complainants whilst complaining to the Complaints Commissioner should be mindful that there are certain complains which are excluded from the Complaints Scheme and that compensation payments are expressly unavailable for complaints investigated under the Transitional Scheme. Further details can be found in our general information leaflet. If your complaint is about a firm, in the first instance, you should complain to that firm.

If you have already complained to the firm, you should direct your complaint to the Financial Ombudsman Service.

If your complaint is about the Financial Ombudsman Service, your complaint should be directed to the Independent Assessor.

If your complaint is about a firm which has gone out of business, you should direct your complaint to the Financial Services Compensation Scheme.

Details for of how to contact the Financial Services Authority, the Financial Ombudsman Service, the Independent Assessor and the Financial Services Compensation Scheme can be found on the Links page.