Regulation 8 Information to be provided to consumersI1

United Kingdom

(1)

Each regulated provider must—

(a)

publish its complaints handling procedure in such a manner as will ensure reasonable publicity for it;

(b)

ensure that its complaints handling procedure appears at a clear and prominent location on any relevant website it operates or controls; and

(c)

ensure that details of how to make a consumer complaint are made available at all its business premises which are accessible to the public, including the premises of its agents.

(2)

Where a regulated provider becomes aware, following contact by or on behalf of the complainant, that a consumer complaint which the regulated provider had recorded as a completed complaint is not a completed complaint, the regulated provider must as soon as reasonably practicable—

(a)

direct the complainant to the complaints handling procedure; and

(b)

offer to provide a copy of the complaints handling procedure to the complainant free of charge.

(3)

Each regulated provider must provide a copy of its complaints handling procedure, free of charge, to any person who requests it.

Annotations

Commencement

I1: Reg. 8 in force at 1.10.2008, see reg. 1