Miscellaneous Arrangements for the investigation of complaints
The Financial Services Act (FSA) 2012 requires the FCA, the PRA and the Bank to establish a complaints scheme to investigate complaints against them, as opposed to complaints against the firms they regulate. Prior to Royal Assent of this Act, FSA 2012 also required the regulators to appoint an independent person, known as the Complaints Commissioner, to be responsible for the investigation of complaints against the regulators in accordance with that scheme, with the appointment and dismissal of the Complaints Commissioner requiring approval from HM Treasury.
	The role of the Complaints Commissioner is governed by the framework set out in Part 6 of the FSA 2012 and in the regulators’ complaints scheme. The Complaints Commissioner has powers to recommend that the regulators provide redress where a complaint about the regulators is upheld, including recommending the payment of compensation.