DISC 8.3 Complaints handling

As part of the policies and procedures in DISC 8.3.1R, a firm must: 

1. (1) publish clear information about its complaints handling procedures, including information on how to submit a complaint, the circumstances in which a complaint may be forwarded to another firm and on any alternative dispute resolution mechanism that may be available;
2. (2) ensure that a retail investor is able to submit a complaint free of charge and without unreasonable barriers, including in particular:
   1. (a) unreasonable additional costs to the complainant;
   2. (b) steps which are unreasonably onerous, time-consuming, complex or difficult for a retail investor to understand; or
   3. (c) asking the retail investor for unnecessary information or evidence.

In complying with DISC 8.3.2R, the firm must ensure that, once a complaint is received: 

1. (1) the complainant receives a prompt written acknowledgment including a brief explanation of the typical stages and timelines applicable to the firm's complaints handling procedures;
2. (2) the complaint is investigated and assessed competently, impartially, without unreasonable delay and taking account of all relevant factors, including when the firm is determining:
   1. (a) whether the complaint should be upheld or rejected; and
   2. (b) what, if any, remedial action or offer of compensation may be appropriate in the circumstances;
3. (3) the complainant receives a written response providing a clear explanation of its assessment of the complaint and setting out any offer of remedial action or compensation as appropriate; and
4. (4) the firm complies promptly with the terms of any offer made to the complainant if and when it is accepted.