Regulation 5 Signposting consumers to the redress scheme if consumer complaints cannot be completedI1

United Kingdom

(1)

Each regulated provider must send a notice to a complainant in accordance with paragraph (2) on the earlier of—

(a)

the first working day after the day on which the regulated provider becomes aware that it is not able to complete a consumer complaint made through its complaints handling procedure to the complainant’s satisfaction; or

(b)

the first working day after the day on which the specified time period for that consumer complaint expires.

(2)

The notice must be in writing (including electronically) or in such other format as may have been agreed with the complainant, to notify the complainant—

(a)

of their right to refer the consumer complaint to a qualifying redress scheme;

(b)

of the contact details of the qualifying redress scheme;

(c)

that the qualifying redress scheme process is independent of the regulated provider;

(d)

that the qualifying redress scheme process is free of charge to the complainant;

(e)

of the types of redress that may be available under a qualifying redress scheme; and

(f)

that any outcome of the qualifying redress scheme process is binding upon the regulated provider but not upon the complainant.

Annotations

Commencement

I1: Reg. 5 in force at 1.10.2008, see reg. 1