Where are the complaints-handling rules published?

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.