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Status: You are viewing the version of the handbook as on 2011-04-29.

DISP 1.2 Consumer awareness rules

5Publishing and providing summary details

DISP 1.2.1RRP

To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:

  1. (1)

    publish appropriate summary details of their internal process for dealing with complaints promptly and fairly;

  2. (2)

    refer eligible complainants to the availability of these summary details 5 :

    5
      5
    1. (a)

      5in relation to a payment service, in the information on out-of-court complaint and redress procedures required to be provided or made available under regulations 36(2)(e) (Information required prior to the conclusion of a single payment service contract) or 40 (Prior general information for framework contracts) of the Payment Services Regulations; or

    2. (b)

      otherwise, in writing at, or immediately after, the point of sale; and

  3. (3)

    provide such summary details in writing to eligible complainants:

    1. (a)

      on request; and

    2. (b)

      when acknowledging a complaint

DISP 1.2.2RRP

Where the activity does not involve a sale, the obligation in

DISP 1.2.1R (2)(b)5 shall apply at, or immediately after, the point when contact is first made with an eligible complainant.

5Content of summary details

DISP 1.2.3GRP

These summary details should cover at least:

  1. (1)

    how the respondent fulfils its obligation to handle and seek to resolve relevant complaints; and

  2. (2)

    that, if the complaint is not resolved, the complainant may be entitled to refer it to the Financial Ombudsman Service.

DISP 1.2.4GRP

The summary details may be set out in a leaflet, and their availability may be referred to in contractual documentation.

5Financial Ombudsman Service logo

DISP 1.2.5GRP

Respondents may also display or reproduce the Financial Ombudsman Service logo (under licence) in:

  1. (1)

    branches and sales offices to which eligible complainants have access; or

  2. (2)

    marketing literature or correspondence directed at eligible complainants;

provided it is done in a way which is not misleading.