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  4. 2013
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  1. Dispute Resolution: Complaints (DISP)
  2. DISP 1 Treating complainants fairly (DISP 1.1 - 1.11)
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DISP 1 Treating complainants fairly (DISP 1.1 - 1.11)

Comparing proposed amendment...
DISP 1.1 Purpose and application (DISP 1.1.1 - 1.1.20)
Purpose (DISP 1.1.1)
In force
 DISP 1.1.1
Background (DISP 1.1.2)
In force
 DISP 1.1.2
Application to firms (DISP 1.1.3 - 1.1.10)
In force
 DISP 1.1.3
In force
 DISP 1.1.4
In force
 DISP 1.1.5
In force
 DISP 1.1.5A
In force
 DISP 1.1.6
In force
 DISP 1.1.6A
In force
 DISP 1.1.7
In force
 DISP 1.1.8
In force
 DISP 1.1.9
In force
 DISP 1.1.9A
In force
 DISP 1.1.10
Application to payment service providers (DISP 1.1.10A - 1.1.10B)
In force
 DISP 1.1.10A
In force
 DISP 1.1.10B
Application to electronic money issuers (DISP 1.1.10C - 1.1.10D)
In force
 DISP 1.1.10C
In force
 DISP 1.1.10D
Application to UCITS management companies (DISP 1.1.10E - 1.1.10F)
In force
 DISP 1.1.10E
In force
 DISP 1.1.10F
FSAVC Review (DISP 1.1.11)
In force
 DISP 1.1.11
Consumer redress schemes (DISP 1.1.11A)
In force
 DISP 1.1.11A
Exemptions for firms, payment service providers and electronic money issuers (DISP 1.1.12 - 1.1.13)
In force
 DISP 1.1.12
In force
 DISP 1.1.13
Application to licensees and VJ participants (DISP 1.1.14 - 1.1.18)
In force
 DISP 1.1.14
In force
 DISP 1.1.15
In force
 DISP 1.1.16
In force
 DISP 1.1.17
In force
 DISP 1.1.18
Outsourcing of complaint handling (DISP 1.1.19 - 1.1.20)
In force
 DISP 1.1.19
In force
 DISP 1.1.20
DISP 1.2 Consumer awareness rules (DISP 1.2.1 - 1.2.5A)
Publishing and providing summary details (DISP 1.2.1)
In force
 DISP 1.2.1
In force
 DISP 1.2.2
Content of summary details (DISP 1.2.3 - 1.2.4)
In force
 DISP 1.2.3
In force
 DISP 1.2.4
Financial Ombudsman Service logo (DISP 1.2.5 - 1.2.5A)
In force
 DISP 1.2.5
In force
 DISP 1.2.5A
DISP 1.3 Complaints handling rules (DISP 1.3.1 - 1.3.8)
In force
 DISP 1.3.1
In force
 DISP 1.3.1A
Procedures for UCITS management companies (DISP 1.3.1B - 1.3.8)
In force
 DISP 1.3.1B
In force
 DISP 1.3.2
In force
 DISP 1.3.2A
In force
 DISP 1.3.3
In force
 DISP 1.3.3B
In force
 DISP 1.3.4
Deleted
 DISP 1.3.5
In force
 DISP 1.3.6
In force
 DISP 1.3.7
In force
 DISP 1.3.8
DISP 1.4 Complaints resolution rules (DISP 1.4.1 - 1.4.6)
In force
 DISP 1.4.1
In force
 DISP 1.4.2
In force
 DISP 1.4.3
In force
 DISP 1.4.4
In force
 DISP 1.4.5
In force
 DISP 1.4.6
DISP 1.5 Complaints resolved by close of the next business day (DISP 1.5.1 - 1.5.3)
In force
 DISP 1.5.1
In force
 DISP 1.5.2
In force
 DISP 1.5.3
DISP 1.6 Complaints time limit rules (DISP 1.6.1 - 1.6.8)
Keeping the complainant informed (DISP 1.6.1)
In force
 DISP 1.6.1
Final or other response within eight weeks (DISP 1.6.2 - 1.6.3)
In force
 DISP 1.6.2
Deleted
 DISP 1.6.3
Complainant's written acceptance (DISP 1.6.4 - 1.6.6A)
In force
 DISP 1.6.4
Deleted
 DISP 1.6.5
Deleted
 DISP 1.6.6
In force
 DISP 1.6.6A
Speed and quality of response (DISP 1.6.7 - 1.6.8)
In force
 DISP 1.6.7
In force
 DISP 1.6.8
DISP 1.7 Complaints forwarding rules (DISP 1.7.1 - 1.7.3)
In force
 DISP 1.7.1
Dealing with a forwarded complaint (DISP 1.7.2 - 1.7.3)
In force
 DISP 1.7.2
In force
 DISP 1.7.3
DISP 1.8 Complaints time barring rule (DISP 1.8.1)
In force
 DISP 1.8.1
DISP 1.9 Complaints record rule (DISP 1.9.1 - 1.9.2)
In force
 DISP 1.9.1
In force
 DISP 1.9.2
DISP 1.10 Complaints reporting rules (DISP 1.10.1 - 1.10.9)
In force
 DISP 1.10.1
Forwarded complaints (DISP 1.10.1A - 1.10.1B)
In force
 DISP 1.10.1A
In force
 DISP 1.10.1B
Joint reports (DISP 1.10.1C - 1.10.1D)
In force
 DISP 1.10.1C
In force
 DISP 1.10.1D
Information requirements (DISP 1.10.2 - 1.10.8)
In force
 DISP 1.10.2
In force
 DISP 1.10.2A
In force
 DISP 1.10.3
In force
 DISP 1.10.4
In force
 DISP 1.10.5
In force
 DISP 1.10.6
In force
 DISP 1.10.6A
In force
 DISP 1.10.7
Deleted
 DISP 1.10.8
Notification of contact point for complainants (DISP 1.10.9)
In force
 DISP 1.10.9
DISP 1.10A Complaints data publication rules (DISP 1.10A.1 - 1.10A.8)
Obligation to publish summary of complaints data (DISP 1.10A.1)
In force
 DISP 1.10A.1
Format of publication (DISP 1.10A.2)
In force
 DISP 1.10A.2
Time limits for publication (DISP 1.10A.3)
In force
 DISP 1.10A.3
Confirmation of publication (DISP 1.10A.4)
In force
 DISP 1.10A.4
Publication on behalf of the firm (DISP 1.10A.5)
In force
 DISP 1.10A.5
Joint reports: provision of information to third party on request (DISP 1.10A.6)
In force
 DISP 1.10A.6
Mode and content of publication (DISP 1.10A.7 - 1.10A.8)
In force
 DISP 1.10A.7
In force
 DISP 1.10A.8
DISP 1.11 The Society of Lloyd's (DISP 1.11.1 - 1.11.21)
Complaints handling procedures (DISP 1.11.1 - 1.11.3)
In force
 DISP 1.11.1
In force
 DISP 1.11.2
In force
 DISP 1.11.3
Referral to the Financial Ombudsman Service (DISP 1.11.4)
In force
 DISP 1.11.4
Exemptions for members (DISP 1.11.5)
In force
 DISP 1.11.5
Complaints reporting rule (DISP 1.11.6)
In force
 DISP 1.11.6
Obligation to publish summary of complaints data (DISP 1.11.6A)
In force
 DISP 1.11.6A
Format of publication (DISP 1.11.6B)
In force
 DISP 1.11.6B
Time limits for publication (DISP 1.11.6C)
In force
 DISP 1.11.6C
Confirmation of publication (DISP 1.11.6D)
In force
 DISP 1.11.6D
Mode and content of publication (DISP 1.11.6E)
In force
 DISP 1.11.6E
Application to members (DISP 1.11.7 - 1.11.9)
In force
 DISP 1.11.7
In force
 DISP 1.11.8
In force
 DISP 1.11.9
Complaints about the activities of members' advisers (DISP 1.11.10 - 1.11.11)
In force
 DISP 1.11.10
In force
 DISP 1.11.11
Complaints from members or former members (DISP 1.11.12 - 1.11.21)
In force
 DISP 1.11.12
In force
 DISP 1.11.13
In force
 DISP 1.11.14
In force
 DISP 1.11.15
In force
 DISP 1.11.16
In force
 DISP 1.11.17
In force
 DISP 1.11.18
In force
 DISP 1.11.19
In force
 DISP 1.11.20
In force
 DISP 1.11.21
In force
 DISP 1 Annex 1 Complaints return form
In force
 DISP 1 Annex 1A Recommended metrics
In force
 DISP 1 Annex 1B Complaints publication report
In force
 DISP 1 Annex 1C Illustration of the online reporting requirements, referred to in DISP 1.10.2AR
In force
 DISP 1 Annex 2 Application of DISP 1 to type of respondent / complaint
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