This part of the FCA Handbook12 sets out how complaints are to be dealt with by respondents (firms, payment service providers,2 electronic money issuers, 515CBTL firms, designated credit reference agencies, designated finance platforms 9 and VJ participants) and the Financial Ombudsman Service.
It refers to relevant provisions in the Act and in transitional provisions made by the Treasury under the Act. It includes rules and directions10 made by the FCA12 and rules made (and standard terms set) by FOS Ltd with the consent or approval of the FCA.1212876161212
The powers to make rules and directions10 (or set standard terms) relating to firms, payment service providers,2 electronic money issuers, 515CBTL firms, designated credit reference agencies, designated finance platforms 9 and VJ participants derive from various legislative provisions; but the rules (and standard terms) have been co-ordinated to ensure that they are identical, wherever possible. 11487616
Chapters 2 - 4: The Financial Ombudsman Service
The scope of the two616 jurisdictions is defined by: the type of activity to which the complaint relates; the place where the activity took place; the eligibility of the complainant; and the time limits for referring a complaint to the Financial Ombudsman Service.616616