The FCA and PRA have published a joint policy statement on complaints against the financial services regulators (the Bank of England, FCA and PRA).
Under section 87 of the Financial Services Act 2012, the financial services regulators operate a complaints scheme to investigate complaints against them. The regulators consulted on amendments to the complaints scheme in February 2016. The policy statement provides feedback on responses received and contains the final amendments.
Two responses were received to the consultation, neither of which raised objections to the proposals put forward in the consultation paper. Therefore the final amendments to the complaints scheme do not differ from those consulted on. The changes to the complaints scheme implement new legislative requirements and can be found in Appendix 2 to the policy statement.