Source · Select Committees · Treasury Committee
Recommendation 9
9
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.
Paragraph Reference:
75
Government Response
Acknowledged
HM Government
Acknowledged
To ensure we deliver on our objectives and in the public interest, we focus our resources on those markets where we see the most potential for harm. Changes in the range of 14 HM Treasury and Financial Conduct Authority Regulatory Perimeter Meeting January 2021, published 25 February 2021 Second Special Report of Session 2021–22 17 financial products available mean the sources of harm are constantly evolving. Where changes are made to the perimeter, we take these into account as part of our ongoing planning of work. Our annual Business Plan sets out our key priorities and planned activities. It also sets out the cost of the resources we need to carry out our work. We consult annually on regulatory fees and levies to ensure that we are distributing costs appropriately across the sector.