Date: Fri, 16 Oct 2009 18:03:45 +0100
Subject: Re: Freedom of Information request - Dispute (DISP) resolution guidance and related questions
From: K Billings <
[FOI #18578 email]>
To: IMFreturns <
[email address]>
Dear IMFreturns,
Your Ref: ISS01108533
I find it a little concerning that several aspects of FOI
legislation do not appear to be being adhered to here. I am
expecting a response in 20 days but there is no reference to this
time limit in your response here, nor your response to an earlier
FOI of mine. Nor is there any indication as to when I am likely to
get a response.
Indeed there appears to be a view within the FSA that a request for
information can be removed from the FOI system and treated as a
customer services request, as if the two are different. Any request
for information held by the FSA and put in writing technically
falls under FOI.
You should also be aware that your technical application of FOI
leaves a great deal to be desired in my view. Your FOI form on your
web site breaches both FOI and DP legislation in that it insists on
being provided with a name, an address, etc. when this is not
required under the FOI Act 2000 and indeed is 'excessive data
collection' under the DP Act 1998. An email address is all that is
needed for responding to an electronically submitted request and
you have no right to know who the requestor is or their reasons for
making their request(s). Your form in my view should be amended to
make this clear, open and transparent to all those who approach you
via this route.
These are just a few points in the spirit of helpfulness.
K Billings
-----Original Message-----
Our Ref: .ISS01108533
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Dear Ms Billings
Thank you for your email dated 27 September 2009, addressed to the
Freedom of Information department. The Customer Contact Centre has
been asked to respond.
You have written to the Financial Services Authority (FSA) with
questions relating to the Dispute Resolution (DISP) handbook. In
particular your questions relate to DTA and endowment mis-selling.
Firstly, I would like to thank you for taking the time to prepare
and send us your enquiry. Regrettably, due to a high level of
correspondence, the FSA has recently experienced difficulty in
replying to correspondence within the 12 working days that we aim
for. I would like to apologise for this delay and wish to assure
you that we are working hard to address this.
Unfortunately, we are not currently in a position to send a
response immediately. I want to assure you, however, we endeavour
to provide consumers and firms with a complete answer for all of
their queries and therefore, we often seek guidance from other
departments. I can confirm I have sought guidance and assistance
from our DISP policy area.
We will send you our final response in due course.
Please accept my apologies for the continued delay.
I trust this is of assistance.
Yours sincerely
Nicholas Offord (Mr)
Customer Contact Centre
Financial Services Authority
Firm Helpline: 0845 606 9966
www.fsa.gov.uk Let us know what you think of the service provided by the Customer
Contact Centre by sending your comments to: [email address]
The Financial Services Authority will shortly be carrying out a
customer satisfaction survey which is being conducted by an
independent research company. You may be asked to provide feedback
on the handling of your query and the response you received.
For help to complete your regulatory return or for any other aspect
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The Financial Services Authority (FSA)
25 The North Colonnade,
Canary Wharf,
London
E14 5HS
United Kingdom
Registered as a Limited Company in England and Wales No.1920623.
Registered Office as above
Switchboard: 020 7066 1000
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