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Our ref: FOI1453
Dear Mr Keirman
Thank you for your request under the Freedom of Information Act 2000 (the Act), for the following information:
Your request has now been considered and the relevant information is provided below.
In answer to part 1 of your request, I can confirm that the FSA Bank Charges Project team has received 17 enquiries or complaints from consumers or third party complaint handlers between 01 August 2009 and 30 September 2009, relating to potential breaches of the waiver requirements.
In answer to part 2, the complaints alleging potential breaches of the waiver requirements related to the following areas of the waiver:
Yours sincerely
S. Spies (Mrs)
Information Access Team
Dear Mr Keirman
Thank you for your request under the Freedom of Information Act 2000 (the Act), for the following information:
- “1. How many complaints were made about breaches of the FSA Waiver on Bank Charges to the FSA Bank Charges Project Team from 1st August 2009 until September 30th 2009?
2. What areas of the FSA Waiver on Bank Charges did they relate to, ie enforcement issues, data retention issues, assessment of financial hardship etc., etc.?”
Your request has now been considered and the relevant information is provided below.
In answer to part 1 of your request, I can confirm that the FSA Bank Charges Project team has received 17 enquiries or complaints from consumers or third party complaint handlers between 01 August 2009 and 30 September 2009, relating to potential breaches of the waiver requirements.
In answer to part 2, the complaints alleging potential breaches of the waiver requirements related to the following areas of the waiver:
- Assessment of financial difficulty: 1 complaint.
- Treatment of customers in financial difficulty: 10 complaints.
- Timeliness of acknowledgement of a complaint by a firm: 1 complaint.
- Other areas: 5 complaints (1 regarding changes to unauthorised overdraft charging terms and conditions, 2 regarding the limitation period for bringing a complaint, 1 regarding record keeping and 1 regarding contact details for financial difficulty complaints).
Yours sincerely
S. Spies (Mrs)
Information Access Team
