In response to the ruling the FCA said: "The FCA accepts the Complaints Commissioner’s findings and recommendations in this case.
"A member of the FCA’s executive committee has written to the complainant to apologise and make arrangements for payment of the recommended ex gratia sum."
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It added: "The FCA is taking ongoing steps to address the complaints handling delays that the Complaints Commissioner has commented on in his final report, and we continue to liaise with the commissioner on this."
rachel.mortimer@ft.com
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