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 information regarding their internal procedures for the reasonable and prompt handling of complaints;616

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2. (2)

   refer eligible complainants to the availability of this information:616 5

   5616
   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;

      817
3. (3)

   provide such information in writing and free of charge616 to eligible complainants:

   616
   1. (a)

      on request; and

   2. (b)

      when acknowledging a complaint; and817

4. (4)

   provide information to eligible complainants, in a clear, comprehensible and easily accessible way, about the Financial Ombudsman Service including the Financial Ombudsman Service's website address:817

   1. (a)

      on the respondent's website, where one exists; and817

   2. (b)

      if applicable, in the general conditions of the respondent's contract with the eligible complainant.817

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.