Service Level Standards

The FSC is committed to publishing a set of service level standards and its adherence to the same as part of its transparency obligations. 

	Q3/2009		Q4/2009		Q1/2010		Q2/2010
Measure	Received	Measure	Received	Measure	Received	Measure	Received	Measure
Applications
To provide feedback to the applicant following an initial review of a complete application no later than 8 weeks from its receipt.	7	100%	7	100%	14	86%	4	100%
Subject to the prompt receipt of all required information, to determine a complete application no later than 18 weeks of its receipt.	6	100%	11	100%	7	100%	5	80%
Applications for extensions, etc to existing authorisations
To provide feedback to the applicant following an initial review of a complete application no later than 8 weeks from its receipt.							1	100%
Subject to the prompt receipt of all required information, to determine a complete application no later than 18 weeks of its receipt.							1	100%
Risk Assessments
To issue draft feedback letter no later than 4 weeks of the completion of the risk-assessment visit.	11	91%	10	80%	2	100%	15	67%
To issue final feedback letter no later than 2 weeks of receipt of firm's response to the draft feedback letter.	13	100%	9	100%	9	89%	8	100%
Passporting
To issue outgoing notification for service provision no later than 4 weeks of receipt.	13	92%	13	100%	27	100%	11	91%
To issue outgoing branch (other than insurance intermediaries) notification no later than 12 weeks of receipt.	3	100%	-	-	-	-	-	-
To issue outgoing branch (insurance intermediaries) notification no later than 4 weeks of receipt.	3	100%	-	-	-	-	-	-
Complaints & Enquiries
To acknowledge complaints about firms no later than 2 weeks of receipt.	9	100%	3	100%	5	80%	6	100%
To provide a response to a complaint about the FSC no later than 2 weeks of receipt.	2	100%	-	-	-	-	2	100%
To provide a response to web-feedback enquiry no later than 1 week of receipt.	-	-	2	100%	2	100%	-	-