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.
The rules include requirements on:
- acknowledging and responding to complaints
- the time limits for dealing with complaints and
- record-keeping and reporting.
The rules also set out the jurisdiction and procedures for the Financial Ombudsman Service.