FCA have lost my complaint

I made a Freedom of Information Act request to the Financial Conduct Authority for details of what they had done with my complaint about HSBC fraud. This is the response I received today. This is very strange because when I have phoned them they have recognised the reference I had previously been given

Dear Mr Wilson,

We refer to your request under the Freedom of Information Act 2000 (the Act) for information relating to a complaint you made against HSBC in December 2012 under the reference ‘3301’.  Specifically, you requested “. . . information on what action has been taken i.e. how many letters and phone calls have been made in relation to the complaint.  How many meetings have been held and details of all contact that has been made with HSBC, Restons solicitors or Weightmans solicitors.”

We have been unable to find a record of your complaint under the reference you have provided.  In order to conduct further searches, could you please provide us with more information on this matter, e.g. which department at the (then) FSA you were in contact with, and any other background information that may prove helpful in locating the records.