DISP INTRO 1 Introduction
This part of the FCA Handbook12 sets out how complaints are to be dealt with by respondents (firms, payment service providers,2 electronic money issuers, 515CBTL firms, designated credit reference agencies, designated finance platforms 9 and VJ participants) and the Financial Ombudsman Service.
It refers to relevant provisions in the Act and in transitional provisions made by the Treasury under the Act. It includes rules and directions10 made by the FCA12 and rules made (and standard terms set) by FOS Ltd with the consent or approval of the FCA.12
12876161212The powers to make rules and directions10 (or set standard terms) relating to firms, payment service providers,2 electronic money issuers, 515CBTL firms, designated credit reference agencies, designated finance platforms 9 and VJ participants derive from various legislative provisions; but the rules (and standard terms) have been co-ordinated to ensure that they are identical, wherever possible. 114
87616Chapter 1: Treating complainants fairly
DISP 1 contains rules and guidance on how respondents should deal with complaints promptly and fairly, including complaints that could be referred to the FOS. 11
4Chapters 2 - 4: The Financial Ombudsman Service
Chapters 2, 3 and 4 set out how the Financial Ombudsman Service (operated by FOS Ltd) considers unresolved complaints.
Chapter 2 sets out the scope of the Financial Ombudsman Service's two616 jurisdictions:
- the Compulsory Jurisdiction; and616
- the Voluntary Jurisdiction.
The scope of the two616 jurisdictions is defined by: the type of activity to which the complaint relates; the place where the activity took place; the eligibility of the complainant; and the time limits for referring a complaint to the Financial Ombudsman Service.
Chapter 3 sets out the procedures of the Financial Ombudsman Service, including consideration and determination of complaints and how the Financial Ombudsman Service deals with information received.
Chapter 4 sets out the terms under which VJ participants participate in the Voluntary Jurisdiction.
616616Appendix 3: FCA's rules and guidance on handling payment protection insurance complaints12
This appendix sets out the approach which firms should use when handling complaints relating to the sale of payment protection contracts.
3Financial Ombudsman Service fees
The rules on fees charged in respect of the Financial Ombudsman Service are in Chapter 5 of the Fees manual.