In its 2001/2 Annual Report, The Consumer Panel said:
"Following our research, we urged the FSA to commission its own research into how firms deal with mortgage endowment complaints. FSA research supported our indicative finding that consumers were dissatisfied with the way complaints were dealt with by firms, and the FSA is now paying closer attention to firms' treatment of mortgage endowment complaints. There is also a wider project on all firms' complaint handling systems (one of the FSA's priorities for 2002/3)".

Since then, the Panel has been kept informed of the FSA's activities in relation to mortgage endowments. In November 2002, we welcomed the FSA's move to clarify the position on the time bars for consumers to complain about endowment misselling. We have expressed the view to the FSA that the rules on the time barring of complaints should be explained clearly to consumers at the time they receive a re-projection letter that indicates a likely shortfall.