What to do if you're not happy
FSCS can pay compensation only according to our rules. We have developed comprehensive policies to help us apply the rules of the Scheme to the cases we handle.
If you have a complaint about the way a claim is handled, download a guide to our complaints and review procedures 'What to do if you are not happy' or contact us to receive a printed copy.
What is a Complaint?
Purpose of the Complaint Policy
Responsibility
What Happens to a Complaint?
Abusive or Rude and Vexatious Claimants
Confidentiality
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What is a Complaint?
A complaint is simply defined as "an expression of dissatisfaction requiring a response". The complaint could relate to our handling of a claim, the decision reached, or the behaviour of our staff.
A complaint could be informal (by telephone) or formal (by letter, fax or email). This policy applies to formal, i.e. written, complaints only.
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Purpose of the Complaint Policy
While every effort is made to deliver the highest quality of service possible, it is recognized that, on occasion, mistakes will happen and we will fail to meet our own standards and expectations and those of the people using our services and otherwise coming into contact with the FSCS.
When this happens we rely on these occasions being brought to our attention as they can highlight shortcomings and provide us an opportunity to learn and to improve our service.
The policy will assist in ensuring that claimants understand how to bring a complaint and what they can expect from us as a result.
The policy will ensure that internal procedures for dealing with complaints are accessible, easy to use and effective, have clear lines of responsibility and accountability, and that all complaints are handled fairly, consistently and promptly.
It is also important to recognise that not all complainants will be satisfied at the end of the process.
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Responsibility
The responsibility for the delivery and application of this policy is delegated, by the FSCS Board, to the executive and management of the FSCS as set out below.
The executive will report on a regular basis to the Board, providing updates on complaints generally, on individual cases that have been passed to the Independent Investigator (see later), and on any steps taken to identify and address the causes of complaints.
All responses to complaints will be reviewed and signed by a member of the management, potentially up to Executive Director level.
FSCS will ensure that its staff are suitably trained to deal with complaints effectively and appropriately.
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What Happens to a Complaint?
When a complaint is received it will be acknowledged within 2 working days.
Each complaint will be progressed, as necessary, through separate and consecutive levels, as follows:
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Level 1 - Investigation and response by our Customer Service Team (or another team) which is independent of the claim (or other) team responsible for handling the claim or against whom the complaint is made.
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Level 2 - Investigation and response by the senior manager of the team responsible for handling the claim or against whom the complaint is made.
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Level 3 - Review by an Executive Director. This is the final level of review available in cases involving challenges to the decision reached on a claim.
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Level 4 - If it has not been possible to address the complainant's concerns about the handling of their claim in the preceding levels (not the decision reached), the complaint will be referred to an external, independent, investigator ("the Independent Investigator"). The Independent Investigator will, having investigated the matters complained of, provide a written report to the Board, which report the Board will consider making available to the complainant. This level is not available in cases involving challenges to the decision reached on the claim.
Where a complaint is made against the manager of the relevant team or an Executive Director, the handling of the complaint will be dealt with by an Executive Director or the Board Chairman, respectively.
For complaints at Levels 1 to 3, we will respond fully within 15 working days of receipt, or renewal, of the complaint. If for any reason we believe we might not be able to achieve this standard, we will write to the complainant to tell them why and when we believe we will be able to respond.
For complaints at Level 4, we will write to the complainant to explain the process and to request any additional information necessary to refer the complaint to the Independent Investigator. Because of the need to allow the Independent Investigator sufficient time to carry out a full review of the claim and its handling, which may involve making enquiries of relevant staff, responses may take longer.
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Abusive or Rude and Vexatious Claimants
The FSCS reserves the right to refuse to communicate with people who are abusive to its staff and those who are vexatious or persist in pursuing a complaint after the complaint process has been completed. Complainants will be advised if this decision has been made, and why.
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Confidentiality
Any personal information provided to us will be held by the Scheme in accordance with our data protection policy, which is on our website or available on request to the FSCS.