Complain about us, the PRA or the Bank of England (the regulators)
Find out how to make a complaint about the regulators and how we investigate complaints.
The definition of what is considered a complaint about the regulators is found in the Complaints Scheme (PDF).
It also indicates what types of complaints we won’t investigate. Some examples of these are:
complaints about our rules or guidance
complaints about firms we regulate
complaints about the actions or inactions of the Financial Ombudsman Service, the Financial Services Compensation Scheme or the Money Advice Service
Dealing with your complaint
Complaints help us learn lessons and improve our performance. We take these matters seriously and aim to resolve complaints quickly and impartially, while treating complainants with courtesy and sensitivity.
We will acknowledge your complaint within 5 working days. Your complaint will then be assessed and we will let you know within 4 weeks if we cannot investigate your complaint and explain why.
If we do investigate your complaint, we may decide that it is best handled by our business area that is most closely connected with it. Alternatively, we may decide that our Complaints Team should conduct its own investigation. We will keep you informed of our investigation throughout.
If we consider your complaint to be justified we will apologise and if appropriate, explain what we intend to do to fix the problem or prevent it from happening again. Depending on the circumstances, we may offer you a goodwill payment in recognition of any inconvenience you have suffered.
If you are unhappy with the outcome of your complaint
If your complaint was handled by the business area it related to and you are unhappy with the response, you can refer it to the Complaints Team.
If you are unhappy with Complaints Team’s response, or the way your complaint was handled, you can refer your complaint to the Complaints Commissioner. This should usually be done within three months of the final decision from our Complaints Team.
How we use your data
If you make a complaint by email, telephone or our complaints forms, you will be asked to provide us with some personal information about yourself, such as your name and email address. This is primarily to help us to respond to your complaint and to allow us to identify you if you contact us again. We will also record any other personal information about you and others that you may provide to us as part of your complaint.
The Complaints Scheme is a joint scheme used by the FINMSA, PRA and the Bank of England so to find out more about how and why we use personal information and who to contact if you have any queries about this, please see our privacy notices: FINMSA’s privacy notice, and the Bank of England’s privacy notice (which is available on its website).