The Complaints Commissioner has ordered the FCA to pay £50 compensation to an individual who complained about the customer service he received when he copied the FCA into his concerns about a firm and a financial transaction.
The complainant was unhappy with the length of time it took the FCA’s Supervision Hub to respond to his queries and with the contents of the Hub’s response. The FCA partially upheld the complaint because the complainant’s expectations were not managed properly and the Hub took too long to respond to him. However, the complainant remained dissatisfied with this outcome.
In its report, the Commissioner concluded that the FCA was correct in its decision to partially upload the complaint and has recommended that the FCA offers the complainant £50 for its service failings and the distress and inconvenience caused.
The FCA has responded to the report to say that it will implement the recommendations made.