Financial abuse

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The Financial Conduct Authority (FCA) is registered as a limited company in England and Wales No. 1920623. Registered office: 25 The North Colonnade, Canary Wharf, London E14 5HS, United Kingdom

The Payment Systems Regulator Limited is registered as a limited company in England and Wales No. 8970864. Registered office: 25 The North Colonnade, Canary Wharf, London E14 5HS, United Kingdom

Switchboard 020 7066 1000

Web Site http://www.fca.org.uk (FCA); http://www.psr.org.uk (the Payment Systems Regulator Limited)

Our Ref: FOI5843
 
Dear R K Penn
 
Freedom of Information: Right to know request
 
Thank you for your request for information under the Freedom of
Information Act 2000 (the Act), for the following information.
 

 1. Please share statistics regarding complaints from victims of financial
abuse regarding errors by financial institutions

 2. Please share statistics regarding training and development improving
efforts made to ensure financial organisations respond appropriately
to financial abuse.

 
Please accept our apology for contacting you at this late stage, the delay
is partly because we are currently experiencing a very high volume of
incoming requests and partly because we cannot identify the information
you have requested from the details you have provided.
 
Before considering your request, we would like to clarify that the FCA as
an organisation does not process general complaints unless they are
complaints directly against the FCA and which meet the requirements of the
FCA’s complaints scheme, “Complaints against the regulators”.  Any
complainant or enquirer who expresses dissatisfaction in relation to a
firm and/or an individual within the financial services sector is
generally advised to complain directly to the firm.  If they are
dissatisfied with the response that they receive they can refer their
complaint to the Financial Ombudsman Service.  You may find it helpful to
visit the Financial Ombudsman Service [1]website for more information.
 
In respect of your request, there may be instances when consumers are
unaware that the Financial Ombudsman Service processes general complaints
and will therefore call our Customer Contact Centre (“CCC”). 
 
To help us consider point 1, can you confirm that by ‘share statistics’
you mean the number of occasions the FCA has been approached by the public
who expresses dissatisfaction as it isn’t clear?
 
In regard to point 2, please specify who is the recipient of the ‘training
and development efforts’ you are referring to, stating what ‘statistics’
you are seeking?  Is it:
 

 1. FCA staff, or
 1. Employees of the firms we regulate.

 
Also, please can you specify the date range to which your request relates?
 
Once I have more specific details your request will be processed in
accordance with the Act.
 
I will be unable to proceed with your request without clarification of the
information you wish to receive.
 
Please note that under guidance issued by the Ministry of Justice and the
Information Commissioner's Office entitled "Freedom of Information &
Environmental Information Regulations - Hints for practitioners handling
FOI/EIR requests", the following advice has been given with regard to the
clarification of requests:
 
"The day after the clarification is received by the public authority the
20 working day period begins" (page 14).
 
I have attached the link to the Guidance for your information:
 
[2]https://ico.org.uk/media/for-organisatio...
 
The 20 working day period will therefore commence once we have received
sufficient clarification to allow us to deal with your request.
 
If I do not receive a response within 14 days of this email, I shall
assume that you no longer wish to pursue your enquiry and will therefore
close your request.  In such an event, you would need to submit a new
Freedom of Information request for any information you wish to receive.
 
If you have any queries please contact me.
 
Yours sincerely
 
Information Disclosure Team / Cyber and Information Resilience Department
/ Operations
12 Endeavour Square
Stratford
London
E20 1JN
 
Tel:    +44 (0)20 7066 8080
 
[3]www.fca.org.uk
 
 
 
 
This communication and any attachments may contain personal information.
For more information about how and why we use personal information and who
to contact with any queries about this, please see our privacy notices:
FCA Privacy Notice (https://www.fca.org.uk/data-protection) and PSR
Privacy Notice
(https://www.psr.org.uk/cookies-privacy-a...).

This communication and any attachments contain 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. Further information
on the classification and handling of FCA information can be found on the
FCA website
(http://www.fca.org.uk/site-info/legal/fc...).

The FCA (or, if this email originates from the Payment Systems Regulator
Limited, the FCA on behalf of the Payment Systems Regulator Limited / the
Payment Systems Regulator Limited) 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 Conduct Authority (FCA), or the Payment Systems Regulator
Limited.

The Financial Conduct Authority (FCA) is registered as a limited company
in England and Wales No. 1920623. Registered office: 25 The North
Colonnade, Canary Wharf, London E14 5HS, United Kingdom

The Payment Systems Regulator Limited is registered as a limited company
in England and Wales No. 8970864. Registered office: 25 The North
Colonnade, Canary Wharf, London E14 5HS, United Kingdom

Switchboard 020 7066 1000

Web Site http://www.fca.org.uk (FCA); http://www.psr.org.uk (the Payment
Systems Regulator Limited)

References

Visible links
1. http://www.financial-ombudsman.org.uk/
2. https://ico.org.uk/media/for-organisatio...
3. http://www.fca.org.uk/