To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:
- (1) 615
- (2) 5615
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
- (3) 615
on request; and
when acknowledging a complaint
These summary details should cover at least:
(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.
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.