FCA misses voluntary customer service targets after enquiries hike

Performance figures released by the regulator in May showed its customer contact centre failed to hit its voluntary targets for handling enquiries from firms over the phone, by email and by letter. The regulator has a target for abandoned calls - those where a firm hangs up before their query is answered - of no more than 5%. However, in the period April last year to March this year, 7.2% of cases went unanswered.   Related reading: FCA reporting system GABRIEL troubles continue The FCA aims to answer 80% of calls within 20 seconds, but only managed to answer 61.8%. Simi...