1. 1. CP12/30 FSA Consultation PaperSummary: Complaints against the regulators A CEI Compliance FSA Consultation Papers Summary
2. 2. What Is It All About?This will be of interest to all firms and individuals that will come underthe new UK regulators as regulated, registered or authorised.BackgroundThe FSA are currently required to make arrangements for theinvestigation of complaints arising in connection with theexercise of, or failure to exercise, any of its functions (otherthan its legislative functions) under the Financial Services andMarkets Act 2000 (FSMA).Identified as an effective and efficient way of dealing withcomplaints the current FSA complaints scheme has been inoperation for over a decade. The requirements set out in Part6 of the Financial Services Bill closely mirror those in FSMA,which shows that the proposal to adopt a very similarapproach for the new scheme has been recommended.
3. 3. What Is It All About?The latest version of the Financial Services Bill requires theFinancial Conduct Authority (FCA), the Prudential RegulationAuthority (PRA), and the Bank of England to establish howthey will investigate complaints against themselves.The Bank of England and the Financial Services Authority (FSA)jointly published a 34-page Consultation Paper (CP) 12/30entitled Complaints against the regulators (The Bank ofEngland, Financial Conduct Authority and PrudentialRegulation Authority), on 6 November 2012.It is proposed to delete the existing section, COAF, in the FSAhandbook, and the new regulators will instead simply publishthe relevant material concerning the new Scheme on theirrespective websites.
4. 4. So What Does It Say?The requirements for a Complaints Scheme, in Part 6 of theFinancial Services Bill, closely follow the contemporary FSAarrangements, and consist of two primary elements:- investigation of a complaint by the regulators themselves;and investigation of the complaint by an independent person(referred to as the Complaints Commissioner).The relevant functions of the FCA and the PRA that are to beinvestigated are their functions with the exception of theirlegislative functions. The relevant functions of the Bank ofEngland are its functions under Part 18 of FSMA (recognisedclearing houses) or under Part 5 of the Banking Act 2009(inter-bank payment systems), also with the exception of itslegislative functions.
5. 5. So What Does It Say?Processes in addition to the basic scheme will enable theregulators to investigate complaints where allegations havebeen made against any multiple of them.Understandably t the regulators are committed to dealing withall complainants fairly and equally. Typically there will be nocharge made by the regulators, or by the ComplaintsCommissioner, to those who use the new scheme.Complaints against the regulators will be dealt with within fourweeks or, if and where this is not possible, they will write tothe complainant within this time, setting out a timetable fordealing with the complaint.The regulators are apparently totally committed totransparency in the arrangements of the proposed Schemeand will publish data on levels of compliance with their servicestandards and other information annually.
6. 6. So What Does It Say?Any complainant who is dissatisfied with the outcome of theregulators investigation, or who considers that the regulatorsare taking too long without explanation, will be entitled torefer the complaint to the Complaints Commissioner.The regulators will cooperate with each other to ensure thatthe proposed scheme operates as one. This will be particularlyrelevant when they are required to investigate complaintsincorporating allegations against more than one of the them.The FCA will process complaints submitted centrally throughthe published complaints helpline number or email address.Even if the complaint is about one of the other regulators, theywill be responsible for recording details of the complaint andassigning it to the relevant regulator(s) for action.
7. 7. What Next?There are a number of areas also discussed, mainlyconcerning legal cutover limits and transitionalprocedures, as well as the nomination of a ComplaintCommissioner.For full details read the document on the FSS website atwww.fsa.gov.ukComments are requested by 6/2/2013.The FSA will then consider the responses and publish aPolicy Statement, summarising that feedback and settingout the new scheme in its entirety.
8. 8. What Is This Presentation This is a regulatory summary service provided by CEI Compliance Limited, The UKs Fastest Growing Regulatory Consultancy We can only advise on the salient points in this summary and if you want further details then we would suggest you access the full document from the FSA Website at www.fsa.govuk
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15. 15. Questions? More Information?CEI Compliance LimitedCall 0800 689 9 689 Emailinfo@ceicompliance.co.uk