All FAQs

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.