Complaints About RMCA Services, Governance and Conduct

This process explains how to raise a complaint about RMCA’s services, governance or conduct, what falls outside its scope and how RMCA handles concerns. It distinguishes complaints about RMCA from disputes concerning third parties, statutory regulators, contractual rights or future publication-challenge procedures.

This route is distinct from an FDRC financial complaint, a factual correction, privacy right or programme appeal.

1. What this process covers

This process covers RMCA service quality, administration, staff or contractor conduct, accessibility, conflicts, procurement, institutional access, billing, website operation and governance concerns.

2. What it does not cover

Use the factual-correction and right-of-reply route for a public-record error; the privacy route for data-protection rights; the security route for vulnerabilities; the programme reconsideration or appeal route for a status decision; and the FDRC complaint route, when live and eligible, for a complaint concerning a participating trading-market entity.

3. How to complain

Send the complaint to complaints@rmca.org.uk with contact details, relevant entity or account, dates, issue, impact, supporting material and desired outcome. Avoid sending complaint evidence through an insecure channel; RMCA will provide a secure route where necessary.

4. Handling

RMCA should acknowledge, classify, manage conflicts, preserve relevant records, investigate proportionately, communicate progress and issue an outcome with reasons and any remedy or learning. A complaint involving a connected person or original decision-maker must be referred to an unconflicted person.

5. Outcomes

Possible outcomes include explanation, apology, correction, refund where contractually due, accessibility adjustment, process improvement, staff or supplier action, conflict remediation, referral to another route or no further action. A service complaint does not itself determine legal liability or programme status.

6. Review and external rights

A review may be available for material procedural error, new evidence, conflict or manifest inconsistency. Nothing restricts legal, regulatory, consumer, data-protection or contractual rights.

7. Publication and learning

RMCA may publish anonymised complaint statistics and improvements, subject to confidentiality and minimum-sample controls.

Responsible Markets Conduct Association — Company No. 17408187; incorporated in England and Wales; registered office: First Floor Office, 3 Hornton Place, London, W8 4LZ, United Kingdom.