Complaints against the GFSC

The GFSC has established this Complaints Handling Procedure for the handling and consideration of complaints against us. The procedure covers complaints relating to any matter reasonably connected with the exercise of our regulatory functions.

The Complaints Handling Procedure can be accessed here.

The procedure is established in accordance with Regulation 3 of the Financial Services (GFSC Complaints) Regulations and sets out:

The types of complaints that fall within the remit of the procedure
Who can complain
When and how to make a complaint
How we deal with complaints
Recourse available to complainants that are not satisfied with the outcome of a complaint.

Process

An overview of the process we will follow as part of this Complaints Handling Procedure is provided below.

Timeframes

The timeframes we adhere to when handling complaints are summarised below, as well as those applicable when referring a complaint outcome to the Minister.

Time limits for stages of the GFSC Complaints Handling Procedure
Action / Stage	Owner	Action time frame (Max)
Acknowledge receipt of complaint	GFSC	Within 5 working days.
Notice of refusal to investigate complaint	GFSC	Within 20 working days.
Notice of conclusion of investigation / determination of complaint by the GFSC	GFSC	· Within 20 working days or · 2 months where 20 working days is not possible. *a longer period can be applied following Minister’s approval.
Application for referral to the Minister	Complainant	14 days from GFSC response/ notice or 14 days from expiry of the GFSC’s deadline to conclude investigation.
Conclusion of investigation by the Minister / Independent Investigator (appointed by the Minister)	Minister/ Independent Investigator	As soon as reasonably practicable.