A letter from the Complaints Commissioner upholds a complainant’s case against FSA. FSA had delayed dealing with a complaint about how FSA conducted correspondence about the pension transfer review with a firm. Among other things, it had caused a 19-month delay in resolution by misfiling papers. FSA had said because the complainant had eventually got the maximum FSCS payout there could have been no further loss. The Complaints Commissioner found no evidence FSA had investigated the circumstances thoroughly enough.