DISP 1.2 Consumer awareness rules
To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:
- (1)
publish appropriate summary details of their internal process for dealing with complaints promptly and fairly;
- (2)
refer eligible complainants in writingto the availability of these summary details at, or immediately after, the point of sale; and
- (3)
provide such summary details in writing to eligible complainants:
- (a)
on request; and
- (b)
when acknowledging a complaint
- (a)
Where the activity does not involve a sale, the obligation in DISP 1.2.1R (2)
shall apply at, or immediately after, the point when contact is first made with an eligible complainant.
These summary details should cover at least:
- (1)
how the respondent fulfils its obligation to handle and seek to resolve relevant complaints; and
- (2)
that, if the complaint is not resolved, the complainant may be entitled to refer it to the Financial Ombudsman Service.
The summary details may be set out in a leaflet, and their availability may be referred to in contractual documentation.
Respondents may also display or reproduce the Financial Ombudsman Service logo (under licence) in:
- (1)
branches and sales offices to which eligible complainants have access; or
- (2)
marketing literature or correspondence directed at eligible complainants;
provided it is done in a way which is not misleading.