# The Postal Services (Consumer Complaints Handling Standards) Regulations 2008, Regulation 8: Information to be provided to consumers

Extent: E+W+S+N.I.

(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.

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Source: https://www.legislation.gov.uk/uksi/2008/2355/regulation/8 (the official version)
Page: https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-8
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.