FSA Annual Report 2006/07 - Better Regulation Ltd

Section three – Improving our business capability and effectiveness
FSA Annual Report 2006/07
41
During the year our Firm Contact
Centre received 111,558 calls and
59,983 items of correspondence
(compared with 149,172 and 48,901
in 2005/06). As Chart 3.2 shows,
the most common queries related to
regulatory reporting and Firms
Online, the electronic system we use
to collect returns from mortgage and
general insurance firms. The RMAR
and MLAR returns accounted for
over half of the calls in this category,
while the Firms Online system
accounted for a further 30%.
Queries on our Handbook fell
considerably from 45,947 in
2005/06 to 12,520 in 2006/07,
following improvements to make it
more accessible and easier to
understand.
Consumer Contact Centre
During the year the Consumer
Contact Centre received a total of
182,989 telephone calls and 28,254
items of correspondence (see Charts
3.3 and 3.4).
Chart 3.3 shows the number of
telephone queries received on three
broad subject areas. The number of
queries about the mis-selling of
mortgage endowment policies has
nearly halved during the last year
(59,033 compared with 100,594 in
2005/06). This may be the result of
our work with firms during the year
to improve the speed and quality of
their mortgage endowment
complaints handling (see Section
two) and our work to raise
consumers’ awareness of how they
can take action in this area.
Chart 3.2: Telephone calls received in the Firm Contact Centre split by topic
1 April 2006 to 31 March 2007
60,000
50,000
40,000
30,000
20,000
10,000
0
Chart 3.3: Telephone calls received in the Consumer Contact Centre split by topic
1 April 2006 to 31 March 2007
100,000
90,000
80,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
0
3,500
3,000
2,500
2,000
1,500
1,000
500
0
8,368
Authorisation
queries
3,477
Credit
unions
92,006
Other investment
26,256
General
queries
2,228
Fees
invoices
59,033
Mortgage endowments
56,528
Firms Online
& regulatory
reporting
12,520
Handbook
queries
31,950
2,181
Revenue
queries
Mortgage and general insurance
Chart 3.4: Correspondence received in the Consumer Contact Centre split by topic
1 April 2006 to 31 March 2007
Authorisation enquiry
Boiler room project
Charges
Company affairs
Consumer credit
Customer service/administration
Financial advice
Firm complaints procedure
Fraud
FSA rules
FSA website
Insurance claim
Mis-selling
Other (Specify)
Outside CCC remit
Publications request
Register
Register check
Tracing firms
Training & competence
Unauthorised firm