To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:
publish appropriate summary details of their internal process for dealing with complaints promptly and fairly;
- (2) 5
5in relation to a payment service, in the information on out-of-court complaint and redress procedures required to be provided or made available under regulations 36(2)(e) (Information required prior to the conclusion of a single payment service contract) or 40 (Prior general information for framework contracts) of the Payment Services Regulations; or
otherwise, in writing at, or immediately after, the point of sale; and
provide such summary details in writing to eligible complainants:
on request; and
when acknowledging a complaint
The summary details may be set out in a leaflet, and their availability may be referred to in contractual documentation.
branches and sales offices to which eligible complainants have access; or
marketing literature or correspondence directed at eligible complainants;
provided it is done in a way which is not misleading.