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from the fsa today
This guidance sets out that firms should provide customers assessed as being in financial difficulty with a contact number for the person/team dealing with financial difficulties cases. There is no specific requirement for firms to provide customers more generally with a contact number for its financial difficulties team.
From our monitoring experience the departments that deal with relevant charges complaints are normally part of the firms' centralised complaint handling functions, the contact details for which are normally available on firms' websites and/or by telephoning or visiting a branch. Information is also normally available about how customers should contact a firm to discuss financial difficulties when this is not specifically being raised in connection with a relevant charges complaint.
The FSA does not hold a list of addresses and contact numbers in the format you have requested.
From our monitoring work we do hold some information about the departments at some firms that deal with relevant charges complaints put on hold as a result of the waiver, and the departments (where separate) that deal with cases involving financial difficulty.
On that basis, we are not able to disclose information on contact details for firms to you because this is information which the FSA has received for the purpose of carrying out its regulatory function under the Financial Services and Markets Act 2000 ("FSMA"),
- “Annex 2 – Dealing with complainants in financial difficulty
5. If it becomes clear to the firm that the complainant needs specialist assistance, the complainant will be referred promptly to a specialist team that deals with customers in financial difficulties, if one exists. The firm will give a phone number on all communications that will put the customer in contact with a named person or a team dedicated to dealing with cases of financial difficulty.”
- “Annex 2 – Dealing with complainants in financial difficulty
This guidance sets out that firms should provide customers assessed as being in financial difficulty with a contact number for the person/team dealing with financial difficulties cases. There is no specific requirement for firms to provide customers more generally with a contact number for its financial difficulties team.
From our monitoring experience the departments that deal with relevant charges complaints are normally part of the firms' centralised complaint handling functions, the contact details for which are normally available on firms' websites and/or by telephoning or visiting a branch. Information is also normally available about how customers should contact a firm to discuss financial difficulties when this is not specifically being raised in connection with a relevant charges complaint.
The FSA does not hold a list of addresses and contact numbers in the format you have requested.
From our monitoring work we do hold some information about the departments at some firms that deal with relevant charges complaints put on hold as a result of the waiver, and the departments (where separate) that deal with cases involving financial difficulty.
On that basis, we are not able to disclose information on contact details for firms to you because this is information which the FSA has received for the purpose of carrying out its regulatory function under the Financial Services and Markets Act 2000 ("FSMA"),
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