Unhappy with FSCS or your claim decision
There are a few ways in which you can let us know that you have a question or are unhappy about our decision on your claim:
Post-decision query (PDQ)
Post-decision review (PDR)
If you are unhappy about our decision on your claim, and wish for it to be looked at again, please contact us or email us at firstname.lastname@example.org. We would recommend contacting us by telephone (0800 678 1100 or 020 7741 4100) in the first instance, as we may be able to deal with your concerns by discussing them with you.
When you contact us about your decision, please provide any additional material evidence in support of your case. This will ensure that the review properly considers all available information.
All PDRs will be acknowledged within two working days of receipt and a fresh assessment of your claim will be conducted by a post-decision reviewer, not the original claim handler or reviewer.
Where possible, we will aim to respond to PDRs within 20 working days. If this timescale cannot be met, we will contact you to explain why this is the case.
Escalated post-decision review (escalated PDR)
If you’re still unhappy with our decision and have no further evidence to provide, you may escalate your appeal by contacting the complaints team. Please contact us or email us at email@example.com.
We will acknowledge an escalated PDR within two working days. We aim to send a full response within 20 working days. If this isn't possible, the complaints team will contact you to explain why this is the case.
The complaints team will conduct a review independently of any previous assessment of your claim. The purpose of the review is to ensure we’ve made the correct decision in line with our rules and policies. The outcome of the complaints team’s review is final and, in the absence of any new material evidence, can only be challenged by judicial review.
The ultimate recourse to challenging a decision of FSCS is through the courts. As FSCS is an organisation that performs a public function, its decisions can be challenged by judicial review. This happens through the administrative court.
Our complaints policy
What is a complaint?
A complaint is 'any expression of dissatisfaction, in relation to the service provided, whether oral or written, and whether justified or not, from or on behalf of a customer to FSCS.'
Purpose of the complaints policy
While we do our best to deliver a service of the highest quality, sometimes mistakes happen, and customers disagree with our decisions.
When this happens, it’s important these occasions are brought to our attention. They can provide an opportunity for us to learn and to improve our service.
The policy will help customers understand how to bring a complaint to our attention, and what customers can expect from us as a result.
The policy will also ensure that the procedures for dealing with complaints have clear lines of responsibility and accountability. This will make the procedures accessible and effective.
FSCS will do its best to ensure:
- Complaints have been treated fairly, consistently and promptly.
- That customers recognise this.
- That customers understand the final decision reached.
How to complain
If you are unhappy about the handling of your claim, please contact us or email us at firstname.lastname@example.org. We recommend contacting us by telephone to start with, as we may be able to deal with your concerns by discussing them with you.
What happens to a complaint?
When we receive a complaint, we will acknowledge it within two working days.
A member of the FSCS complaints team will carry out an investigation into the concerns raised. This investigation will be independent of the team responsible for the claim.
- Where there's a complaint against a member of staff, a manager will handle the complaint.
- Where there's a complaint against a manager, an FSCS executive director will handle the complaint.
- Where there's a complaint against the chief executive, the board chairman will handle the complaint.
- Where there's a complaint against any other executive director, the chief executive will handle the complaint.
FSCS will aim to resolve the complaint within 20 working days. If this isn't possible, the complaints team will contact the customer to explain why.
If the complaint is about the way we have handled a claim, or about the service we have provided, customers may ask for their concerns to be referred to the independent investigator. Customers must first have exhausted our internal complaints process. The complaints team will write to the customer to explain the process. They will also detail any extra information that the process requires.
Role of the independent investigator
The independent investigator’s role is to carry out an independent check. They will ensure FSCS has properly handled any issues relating to its service (not limited to claims). But they will not decide whether FSCS has interpreted its rules for compensation correctly, or make any findings on such decisions FSCS has made.
When the review is complete, the independent investigator will prepare reports on any complaints referred to under the complaints procedure. This will be presented to the chief operating officer and the chief counsel for consideration.
A copy of this report will be sent to the customer and the FSCS board, which may choose to consider in more detail any emerging issues arising from complaints. Please note that we will only commission the independent investigator if our complaints team can't resolve the customer’s complaint to their satisfaction.
Other important information
Abusive or rude and vexatious customers
FSCS reserves the right to refuse to communicate with people who are:
- Abusive to its staff.
- Vexatious or persist in pursuing a complaint after the complaint process is complete.
We will tell customers if we make this decision, and why we did so.