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You are viewing the version of the document as on 2023-10-01.

Timeline guidance

complaint

  1. (1) [deleted]
  2. (2) (in DISP, except DISP 1.1 and (in relation to collective portfolio management) in the consumer awareness rules, the complaints handling rules and the complaints record rule211299, and in CREDS 9 and in SUP 12266) any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service228 or a redress determination, which:
    1. (a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
    2. (b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products or claims management services228, which comes under the jurisdiction of the Financial Ombudsman Service.
  3. (3) (in PRIN,265 DISP 1.1 and (in relation to collective portfolio management) in the consumer awareness rules, the complaints handling rules and the complaints record rule211299) any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service228 or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
  4. (4) (in DISP) reference to a complaint includes:
    1. (a) under all jurisdictions, part of a complaint; and
    2. (b) under the Compulsory Jurisdiction, all or part of a relevant complaint, a relevant claims management complaint228 or a relevant credit-related complaint.