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DISP 1.2 Consumer awareness rules


To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:

  1. (1)

    publish appropriate summary details of their internal process for dealing with complaints promptly and fairly;

  2. (2)

    refer eligible complainants in writingto the availability of these summary details at, or immediately after, the point of sale; and

  3. (3)

    provide such summary details in writing to eligible complainants:

    1. (a)

      on request; and

    2. (b)

      when acknowledging a complaint


Where the activity does not involve a sale, the obligation in DISP 1.2.1R (2)

shall apply at, or immediately after, the point when contact is first made with an eligible complainant.


These summary details should cover at least:

  1. (1)

    how the respondent fulfils its obligation to handle and seek to resolve relevant complaints; and

  2. (2)

    that, if the complaint is not resolved, the complainant may be entitled to refer it to the Financial Ombudsman Service.


The summary details may be set out in a leaflet, and their availability may be referred to in contractual documentation.


Respondents may also display or reproduce the Financial Ombudsman Service logo (under licence) in:

  1. (1)

    branches and sales offices to which eligible complainants have access; or

  2. (2)

    marketing literature or correspondence directed at eligible complainants;

provided it is done in a way which is not misleading.