Regulation 7 Vulnerable consumersI1

Each regulated provider must put in place arrangements to deal with section 12 complaints made through its complaints handling procedure.

If a regulated provider identifies a consumer as a vulnerable consumer with a consumer complaint, or the Council refers such a consumer to a regulated provider, that regulated provider must take such additional steps as it considers necessary or appropriate with a view to assisting that vulnerable consumer and completing their consumer complaint in an appropriate and prompt manner.