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DISP 1.2 Consumer awareness rules

5Publishing and providing summary details


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

  1. (1)

    publish appropriate information regarding their internal procedures for the reasonable and prompt handling of complaints;616

  2. (2)

    refer eligible complainants to the availability of this information:616 5

    1. (a)

      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

    2. (b)

      otherwise, in writing at, or immediately after, the point of sale; and

  3. (3)

    provide such information in writing and free of charge616 to eligible complainants:

    1. (a)

      on request; and

    2. (b)

      when acknowledging a complaint

[Note: article 15 of the UCITS Directive


Where the activity does not involve a sale, the obligation in

DISP 1.2.1R (2)(b)5 shall apply at, or immediately after, the point when contact is first made with an eligible complainant.

5Content of summary details


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)

    (where the complaint falls within the jurisdiction of the Financial Ombudsman Service)7 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.

5Financial Ombudsman Service logo


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.


7DISP 1.2.5 G does not apply to a branch of a UK UCITS management company in another EEA State.