§ Mr. Bellingham
To ask the Chancellor of the Exchequer what steps he is taking to improve the38W procedure for (a) consumers and (b) businesses wishing to make a complaint against the Financial Services Authority. 
§ Ruth Kelly
The Financial Services Authority (FSA) is required to establish a scheme to handle complaints against it and to specify the procedures to be followed when complaints are made. The FSA is also required to appoint an independent person, whose appointment or dismissal requires Treasury approval, to investigate complaints.
The FSA is reviewing the effectiveness of its complaints scheme including the scheme's procedures. The FSA is required to consult publicly on any proposed alterations to the scheme. I welcome the FSA's review.