FCA Handbook - BCOBS 7.6 Publication of information about major operational or security incidents, and complaints information

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BCOBS 7.6 Publication of information about major operational or security incidents, and complaints information

Major operational or security incidents

(1)
This rule applies to information about the firm’s operational or security resilience.
(2)
The firm must publish the information in (3) about the major operational or security incidents in respect of which the firm has submitted an initial report to the FCA under regulation 99 of the Payment Services Regulations in a current account measurement period (see BCOBS 7.7.1R).
(3)
The information is:
1. (a)
  the total number of major operational or security incidents reported in the relevant current account measurement period (see BCOBS 7.7.1R);
2. (b)
  the number of major operational or security incidents reported in that period, affecting each of:
  1. (i)
    telephone banking;
  2. (ii)
    mobile banking; and
  3. (iii)
    internet banking;
3. (c)
  the total number of major operational or security incidents reported in that period aggregated with those reported in the preceding three current account measurement periods; and
4. (d)
  the number of major operational or security incidents reported in that period aggregated with those reported in the preceding three current account measurement periods, affecting each of:
  1. (i)
    telephone banking;
  2. (ii)
    mobile banking; and
  3. (iii)
    internet banking.
(4)
The firm must publish the information required by this rule:
1. (a)
  in the format specified in Table 4 of BCOBS 7 Annex 1R; and
2. (b)
  on the same webpage as, and immediately below, the information published under BCOBS 7.5.1R.

BCOBS 7.6.1R requires firms to publish information about the number of initial reports about major operational or security incidents that it makes to the FCA under regulation 99 of the Payment Services Regulations. The published numbers relate to: the total number of initial reports in the last current account measurement period, and in the last four current account measurement periods; and the number of incidents affecting each of telephone banking, mobile banking and internet banking, again in the last current account measurement period, and in the last four current account measurement periods. Firms are not required to publish separate numbers for commercial channels affected by a major operational or security incident other than telephone banking, mobile banking and internet banking.

Information about complaints

(1)
This rule applies to information about complaints made to or about a firm.
(2)
The firm must publish:
1. (a)
  either:
  1. (i)
    an indication of where the firm has published a complaints data summary under DISP 1.10A.1R in respect of the most recent reporting period under DISP 1.10.4R, or
  2. (ii)
    a statement that the firm was not required to publish such a summary; and
2. (b)
  either:
  1. (i)
    if Financial Ombudsman Service Limited has published complaints data on its website relating to the firm in its most recent publication of complaints data, a link to that data, or
  2. (ii)
    a statement that Financial Ombudsman Service Limited has not published complaints data on its website relating to the firm in its most recent publication of complaints data.
(3)
The firm must publish the information required by this rule:
1. (a)
  in the format specified in Table 5 of BCOBS 7 Annex 1R; and
2. (b)
  on the same webpage as, and immediately below, the information published under BCOBS 7.6.1R.