Consumer Protection Code – Making a Complaint
Under the Consumer Protection Code, financial services firms must make it easy for consumers to complain.
They should recognise that customers may be discouraged by complicated or confusing complaint processes. Firms should remove barriers that might prevent customers from making a complaint.
Financial services firms must have a complaints handling procedure in place. This procedure should be available on the firm’s website. Alternatively, you can request a copy of it from the firm.
Firms are required to resolve errors and complaints efficiently and in a timely manner.
Where there is an option for a complaint to be submitted online by entering a complaint on a website (e.g. through a web form) or through an app, the firm is required to provide an immediate or automatic acknowledgement to the consumer that confirms receipt of the complaint. This must include:
- Details of the firm’s procedure for handling complaints
- The procedure and circumstances whereby the consumer can refer the matter to the relevant ombudsman, and the contact details of that ombudsman.
The Consumer Protection Code: For clarity, for informed decision-making, for you.