Schedule 3 Standards of Performance – Practice and Procedure for Determinations

England, Wales and Scotland

1. Determination of disputes
2. Timetable for the determination of individual disputes
3. Procedure for the determination of individual disputes
4. Determination of multiple disputes
5. Timetable for determination of multiple disputes
6. Procedure for the determination of multiple disputes
7. Written statements
8. Production of documents and other evidence
9. Oral hearings
10. Customer representatives for multiple disputes
11. Collection of information in multiple disputes
12. Payment to customers
13. Set–off
14. Costs