DISP 1.6 Complaints time limit rules

On receipt of a complaint, a respondent must:

1. (1) send the complainant a prompt written acknowledgement providing:
   1. (a) early reassurance that it has received the complaint and is dealing with it; and
   2. (b) a statement explaining that the respondent will send:
      1. (i) in the case of an EMD complaint or a PSD complaint:
         1. (A) a final response within 15 business days of its receipt of the complaint, in accordance with DISP 1.6.2AR(1); or
         2. (B) in exceptional circumstances, a holding response within 15 business days of its receipt of the complaint and a final response within 35 business days of its receipt of the complaint, in accordance with DISP 1.6.2AR(2); or
      2. (ii) in the case of any other complaint, a written response within 8 weeks of its receipt of the complaint, that being either a final response in accordance with DISP 1.6.2R(1) or a written response in accordance with DISP 1.6.2R(2); and

2. (2)

    ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution.

Subject to DISP 1.6.2AR, the respondent must, by the end of eight weeks after its receipt of the complaint, send the complainant:

1. (1)

   a 'final response', being a written response from the respondent which:

   1. (a)

      accepts the complaint and, where appropriate, offers redress or remedial action; or

   2. (b)

      offers redress or remedial action without accepting the complaint; or

   3. (c)

      rejects the complaint and gives reasons for doing so;

   and which:

   1. (d)

      encloses a copy of the Financial Ombudsman Service's standard explanatory leaflet;

   2. (da)

      provides the website address of the Financial Ombudsman Service;

   3. (e)

      informs the complainant that if he remains dissatisfied with the respondent's response, he may now refer his complaint to the Financial Ombudsman Service; and

   4. (f)

      indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R; or

   [Note: respondents are reminded of their obligations under regulation 19 of the ADR Regulations, which requires respondents to provide equivalent messaging in respect of the time limit in DISP 2.8.9R (Payment protection insurance complaints)]

2. (2)

   a written response which:

   1. (a)

      explains why it is not in a position to make a final response and indicates when it expects to be able to provide one;

   2. (b)

      informs the complainant that he may now refer the complaint to the Financial Ombudsman Service;

   3. (ba)

      indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) if it becomes apparent that the complaint has been made or is referred outside those time limits;

   4. (c)

      encloses a copy of the Financial Ombudsman Service standard explanatory leaflet; and

   5. (d)

      provides the website address of the Financial Ombudsman Service.

Where a complaint is an EMD complaint or a PSD complaint, the respondent must:

1. (1)

   send a final response to the complainant by the end of 15 business days after the day on which it received the complaint; or

2. (2)

   in exceptional circumstances, if a final response cannot be given in accordance with paragraph (1) for reasons beyond the control of the respondent:

   1. (a)

      send a holding response to the complainant by the end of 15 business days after the day on which it received the complaint, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which it will send the final response; and

   2. (b)

      send a final response to the complainant by the end of 35 business days after the day on which it received the complaint.

   A final response sent under (1) or (2) above must be on paper, or if agreed between the respondent and the complainant, on another durable medium.

[Note: article 101 of the Payment Services Directive]

Where only part of a complaint is an EMD complaint or a PSD complaint, that part must be treated in accordance with DISP 1.6.2AR.

As the time limits in DISP 1.6.2AR are shorter than those in DISP 1.6.2R a respondent may choose to treat the whole complaint in accordance with DISP 1.6.2AR (see also DISP 2.8AR).

DISP 1.6.2 R does not apply if the complainant has already indicated in writing acceptance of a response by the respondent, provided that the response:

1. (1)

   informed the complainant how to pursue his complaint with the respondent if he remains dissatisfied;

2. (2)

   referred to the ultimate availability of the Financial Ombudsman Service if he remains dissatisfied with the respondent's response;

3. (3)

   enclosed a copy of the Financial Ombudsman Service standard explanatory leaflet;

4. (4)

   provided the website address of the Financial Ombudsman Service; and

5. (5)

   indicated whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3 R.