Source · Select Committees · Treasury Committee
Recommendation 9
9
Not Addressed
Paragraph: 75
The FCA accepts that there were failings in the contact centre during the Relevant Period...
Conclusion
The FCA accepts that there were failings in the contact centre during the Relevant Period as identified in Dame Elizabeth’s report, and has begun taking steps to address these. We welcome the operational improvements that have been made since the publication of Dame Elizabeth’s report, including the training of call-handlers and changes to contact centre policies.
Government response summary AI-generated
The government response discusses the FCA's resource allocation, regulatory perimeter changes, business plan, and fees consultation, but does not address the committee's conclusion about contact centre failings or welcomed operational improvements.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
75
Government Response
Not Addressed
HM Government · verbatim extract
Not Addressed
We have reviewed our processes and systems for our Supervision Hub to ensure that our policies and training programmes are up-to-date. The training review and sign-off processes in the Supervision Hub have been reviewed and strengthened to ensure the training materials are aligned with the wider organisation. We will continue to regularly review these policies and training. All of our supervisors have attended a briefing session to reiterate our position regarding regulated firms that carry out unregulated or unauthorised activity. This is to ensure that we do not reassure consumers inappropriately. Our policies and induction training programmes have also been reviewed to ensure that they clearly articulate our position.
Read the full response on Parliament ↗