# The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, Regulation 6: Signposting consumers to the redress scheme if complaints cannot be resolved


(1) The regulated provider must send a relevant consumer a written notice informing that relevant consumer of the matters addressed at paragraph (2) in the circumstances described at paragraph (3).
(2) A notice sent in accordance with paragraph (1) must notify the relevant consumer:
(a) of their right to refer the consumer complaint to a qualifying redress scheme;
(b) that the qualifying redress scheme process is independent of the regulated provider;
(c) that the qualifying redress scheme process is free of charge to the relevant consumer and to any other category of complainant;
(d) of the types of redress that may be available under a qualifying redress scheme; and
(e) that any outcome of the qualifying redress scheme process is binding upon the regulated provider but not upon the relevant consumer or any other category of complainant.
(3) A regulated provider must send a notice to a relevant consumer in accordance with paragraph (1) on the earlier of:
(a) the first working day after the day (if any) upon which that regulated provider becomes aware that it is not able to resolve a consumer complaint to that relevant consumer's satisfaction; and
(b) the date upon which the specified time period for that consumer complaint expires unless that date falls on a day that is not a working day, in which case the first working day thereafter.

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Source: https://www.legislation.gov.uk/uksi/2008/1898/regulation/6 (the official version)
Page: https://openlegislation.uk/gas-and-electricity-consumer-complaints-handling-standards-regulations-2008/regulation-6
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.