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The complaints-handling rules are published as part of the Financial Conduct Authority's Handbook - in the section called Dispute resolution: complaints. These rules - sometimes referred to as the "DISP" rules - set out the procedures and requirements that businesses must follow when handling complaints from consumers.
6 Oct 2010 “While the FSA's review into complaints handling by banks in April found some good practice, this is far from universal and it is clear that not enough is being done by senior Under current DISP rules, a firm receiving a customer complaint must send a written response within eight weeks (stage 1). If within
3 Feb 2016 Our research on recent customer complaint handling trends across the financial services industry indicates that the average uphold rate – where the FOS rules in favour of a customer – still remains above 50%. That's over half of all customer complaints against banks and insurers, that are referred to the
By Sue Berwick. Published March 19, 2015. The Financial Conduct Authority (FCA) inherited much from its predecessor the Financial Services Authority (FSA), with one relatively minor bequest being the star-rating for regulatory consultation papers (CPs). This system goes back as far as 2004 and aims to help firms work
Sourcebook, which, together with the Compensation Sourcebook, will make up Block 4 of the FSA's Handbook of Rules and Guidance. They cover: Chapter 1. Complaint handling procedures for firms. Chapter 2. FOS jurisdiction (Compulsory and Voluntary). Chapter 3. Complaint handling procedures of the FOS. Chapter 4.
812The following numbers, if used by a respondent, would comply with DISP 1.3.1ABR: (1). geographic numbers or numbers which are always set at the same rate, which usually begin with the prefix 01, 02 or 03;. (2). calls which can be free of charge to call, for example 0800 and 0808 numbers; and. (3). standard mobile
14 Jun 2012 industry benchmarking and complaints management research. 4. Notwithstanding our comments below, we believe that the majority of the EIOPA guidelines are already covered by the. Financial Services Authority (FSA) dispute resolution (DISP) rules, which have been in force in the UK for over 10 years.
23 Jul 2015 Consumers and firms should benefit from better complaint handling, as a result of new rules published today by the Financial Conduct Authority (FCA). But, more than that, effective complaints handling systems can act as an early warning system for firms.". Under the new rules

27 May 2011 New rules for consumer complaints handling have been announced by the Financial Services Authority. The Financial Services Authority (FSA) has confirmed that it will adopt new consumer complaint handling rules, and increase the Financial Ombudsman award limit to ?150,000.

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February 2018