Final report issued on FCA complaint

The Complaints Commissioner has issued its final report in respect of a complaint made to the FCA – the complainant received what they considered to be an aggressive and threatening email from the FCA’s pensions transfer team following up a request for data from the firm in question that had been sent to an incorrect email address.

The Complaints Commissioner has upheld the complaint in part as the FCA’s complaint response should have done more to acknowledge the impact on the complainant of its use of an incorrect email address and should have provided further explanation about how this had occurred.

The FCA has accepted the recommendations given in the final report and has written to the complainant to apologise and to offer an ex gratia payment of £75.

Lucy Hadrill