AN consumers page 190224

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Examples of unreasonable behaviour include, but are not limited to:

• refusing to cooperate, or clarify an issue or matter, despite our offers of help
• making excessive communication with the FCA, whether by frequent calls eg, daily, emailing numerous staff members, or sending detailed letters/emails every few days, and expecting immediate responses
• making unjustified complaints against our people who are trying to help
• during a call, insisting on speaking to someone else, when we have explained to the caller they are speaking to the appropriate person
• repeatedly demanding we respond within an unreasonable timescale
• insisting on a face-to-face meeting when we do not consider it necessary
• visiting our offices without an agreed appointment and insisting on being seen
• pursuing multiple complaints at the same time and/or with multiple organisations or repeatedly pursuing complaints which have already been answered
• raising many detailed questions that are not central to the issue(s), and insisting they are all answered
• persistent refusal to accept a factually correct answer
• persistent refusal to accept explanations relating to what we can or cannot do
• a deliberate attempt to disrupt the work of the FCA that may cause an unnecessary diversion of resources

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