Discrimination claims 2010/2011

Katie Brooks made this Freedom of Information request to The Financial Services Authority

The request was refused by The Financial Services Authority.

From: Katie Brooks

14 November 2011

Dear The Financial Services Authority,

I am writing to request information about disability discrimination
claims against banks in the years 2010 and 2011.

Yours faithfully,

Katie Brooks

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From: Freedom of Information

15 November 2011

Dear Ms Brooks

Thank you for your Freedom of Information Request.

It is not clear from your request what information you are looking to
receive. In order for us to process you request we need you to be more
specific with exactly what information you require.

I will be unable to proceed with you request without clarification of
the information you wish to receive.

Yours sincerely

Susan Currington
Information Access Team

Susan Currington | Information Access Team | Operations Services
|Operations Business Unit|

Financial Services Authority
25 The North Colonnade
Canary Wharf
London
E14 5HS

020 7066 1000

www.fsa.gov.uk

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From: Katie Brooks

16 November 2011

Dear Ms Currington,

I am requesting information on how many claims were made against
banks in relation to disability discrimination in the years
2010/2011.

So if a claim is made against a bank because the claimant felt they
were being discriminated against because they were disabled. For
example, if they were partially sighted and were refused large
print statements etc.

Hope this has made my request clearer.

Yours sincerely,

Katie Brooks

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From: Freedom of Information

21 November 2011

Our ref:  FOI2296

Dear Ms Brooks

Freedom of Information : Right to know request

Thank you for your request for information under the Freedom of
Information Act 2000 (the Act).

Your request was received on 16 November 2011 and will be processed in
accordance with the Act.

There may be a fee payable for the information you have requested.  If
that is the case, you will be informed of the likely charges before we
proceed.  The fee must be paid before the information is released.

If you have any queries please contact me.

Yours sincerely

Sandra Collins | Information Access Team | Operations Services |
Operations Business Unit
Financial Services Authority, 25 The North Colonnade, Canary Wharf, 
London  E14 5HS

Tel: 020 7066 7120

[1]www.fsa.gov.uk

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This communication and any attachments contains information which is
confidential and may be subject to legal privilege. It is for intended
recipients only. If you are not the intended recipient you must not copy,
distribute, publish, rely on or otherwise use it without our consent. Some
of our communications may contain confidential information which it could
be a criminal offence for you to disclose or use without authority. If you
have received this email in error please notify [email address]
immediately and delete the email from your computer.

The FSA reserves the right to monitor all email communications for
compliance with legal, regulatory and professional standards.

This email is not intended to nor should it be taken to create any legal
relations or contractual relationships. This email has originated from

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
Web Site: http://www.fsa.gov.uk
*****************************************************************

References

Visible links
1. http://www.fsa.gov.uk/

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From: Freedom of Information

7 December 2011

Our ref:  FOI2296
 
Dear Ms Brooks
 
Freedom of Information: Right to know request
 
Thank you for your request under the Freedom of Information Act 2000 (the
Act) for the following information.
 
“ ….. How many claims were made against banks in relation to disability
discrimination in the years 2010/2011?  So if a claim is made against a
bank because the claimant felt they were being discriminated against
because they were disabled. For example, if they were partially sighted
and were refused large print statements etc. “
 
Firms do not routinely report claims to us where the customer is alleging
that they have been discriminated against.  Complaints are reported to the
FSA by product and cause.  This means that, using the example you
provided, a customer complaining that they were refused a large print
statement on their credit card would likely be reported to us as being
about credit cards (products) and general admin/customer service (cause),
not disability.
 
With regard to your request for claims made against banks regarding
disability discrimination, whilst this information is not routinely
reported to us (as described above), it could potentially be raised during
the course of our supervision of banks.    In order to answer your
request, we would need to review and assess all of the files of all banks
for the period from 1 January 2010 to 16 November 2011 (the date of
receipt of your request), and therefore the cost limit applies. 
 
Section 12:  Exemption where cost of compliance exceeds appropriate limit
The Act requires us to comply with a request, unless it would be too
expensive to do so, as estimated in accordance with the Freedom of
Information and Data Protection (Appropriate Limit and Fees) Regulations
2004 (“the Regulations”) made by the Ministry of Justice.  The Regulations
provide that, for the FSA, the cost limit is £450, i.e. 18 hours at the
rate of £25 per person hour.  The Regulations allow us to take into
account, when estimating the cost of complying with a request, time spent
determining whether we hold the information requested, locating and
retrieving it and extracting the information from the relevant
document(s).
 
In our annual report for 2011 we confirm that as at 31 March 2011 there
were 237 banks (wholesale or retail) regulated by the FSA, and we would
need to review all the files for each of those banks for the period from 1
January 2010 to 16 November 2011 (the date of receipt of your clarified
request) to assess whether we hold any information relevant to your
request. 
 
As our policy is not to divert our resources from our regulatory functions
in order to meet requests under the Act in excess of the cost limit, we
will not carry out an exercise to identify the information you have
requested. 
 
When we refuse a request because the appropriate limit has been exceeded,
it is our general policy to provide advice and assistance to the applicant
to indicate how the request could be refined or limited to come within the
cost limit. In this case, as explained above, due to the volume of
information that we hold across the FSA and which was received in the
period from 1 January 2010 to 16 November 2011 we are unable to assist you
with providing a way in which to refine your request in order to obtain
the information you are interested in. For example, any refinement that we
suggest is likely to exceed the statutory time limit.
 
As part of our commitment to being a transparent regulator, we publish
complaints data at both an industry-wide and firm-specific level.  This
data provides firms with a benchmark and an incentive to improve their
treatment of retail customers and handling of complaints. You can access
this complaints data via the following link:
 
[1]http://www.fsa.gov.uk/pages/Library/Othe...
The complaints included in these datasets are complaints that firms report
to us. We define a complaint as any oral or written expression of
dissatisfaction, whether justified or not, about the firm's provision of
(or failure to provide) a financial service which alleges that the
customer has suffered (or may suffer) financial loss, material distress or
material inconvenience. Firms do not have to report complaints that are
resolved to the customer’s satisfaction by the close of the business day
after the complaint was made.
 
The aggregate data includes all the complaints that authorised firms
report to us. However the firm-level data includes data only from firms
that report 500 or more complaints in a six-monthly reporting period. This
accounts for around 95% of complaints reported to us.
 
All firms subject to the Dispute Resolution Sourcebook (DISP: 
[2]http://fsahandbook.info/FSA/html/handboo...) are required to submit
to the FSA any complaints that they receive on a six-monthly basis.  Each
firm must submit a return regardless of whether they have received any
complaints in that period or not i.e even if they submit a nil return. 
 
If you have any queries or are unhappy with the decisions made in relation
to your request please contact me.  You may apply for an internal review
by contacting us within three months of the date of this letter if I am
unable to resolve your concerns.
 
If you are not content with the outcome of the internal review, you also
have a right of appeal to the Information Commissioner at:
 
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
 
Telephone:      01625 545 700
Website:        [3]www.ico.gov.uk
 
Yours sincerely
 
 
Sandra Collins | Information Access Team | Operations Services |
Operations Business Unit
Financial Services Authority, 25 The North Colonnade, Canary Wharf, 
London  E14 5HS
 
Tel: 020 7066 7120
 
[4]www.fsa.gov.uk
 
 
 
 
 
 

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This communication and any attachments contains information which is
confidential and may be subject to legal privilege. It is for intended
recipients only. If you are not the intended recipient you must not copy,
distribute, publish, rely on or otherwise use it without our consent. Some
of our communications may contain confidential information which it could
be a criminal offence for you to disclose or use without authority. If you
have received this email in error please notify [email address]
immediately and delete the email from your computer.

The FSA reserves the right to monitor all email communications for
compliance with legal, regulatory and professional standards.

This email is not intended to nor should it be taken to create any legal
relations or contractual relationships. This email has originated from

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
Web Site: http://www.fsa.gov.uk
*****************************************************************

References

Visible links
1. http://www.fsa.gov.uk/pages/Library/Othe...
2. http://fsahandbook.info/FSA/html/handboo...
3. http://www.informationcommissioner.gov.uk/
4. http://www.fsa.gov.uk/

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