1. Contact us
  2. Make a complaint
  3. How we will deal with your complaint

How we will deal with your complaint

Page last updated: 1 Mar 2019

We take complaints very seriously so when we receive your complaint, we'll send you an acknowledgement to confirm we have it.

We will record the details you've sent us and decide whether it's a matter that we should take further action on.

How we process each complaint

1. Assess the seriousness of your complaint

We consider all complaints we receive, but we can't investigate each one. In deciding whether to look further into a complaint, we take into account our compliance and enforcement priorities. We also look at whether the issue you have complained about could harm the market as a whole, such as how widespread the conduct appears to be.

2. Decide if we need more information and respond to your request

We will contact you if we need more information. We will acknowledge your complaint within two working days. We will provide an update about your complaint within 10 working days as to whether your complaint has been evaluated for further action, referred to another agency or will be closed.

General enquiries will be acknowledged within two working days, and then receive a response within 20 working days of receiving all relevant information.

3. Take action

If the issue potentially breaks one of the laws we enforce, we'll consider what action we should take. We have a broad range of powers and functions and may take action in a number of ways. Learn more about our enforcement policy.

4. No action

We may decide not to take action at this time, given our regulatory policies and resources. If this is the case, we'll let you know and close your complaint.