DISP 1.2 Consumer awareness rules

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

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.