To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:
(1) publish appropriate information regarding their internal procedures for the reasonable and prompt handling of complaints;
(2) refer eligible complainants to the availability of this information:
(a) in 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
(b) otherwise, in writing at, or immediately after, the point of sale; and
(3) provide such information in writing and free of charge to eligible complainants:
(a) on request; and
(b) when acknowledging a complaint.
[Note: article 15 of the UCITS Directive]