Introductory Text
PART 1
1.Citation, commencement and extent
2.Interpretation
PART II
3.Regulated providers’ complaints handling procedure
4.Recording complaints upon receipt
5.Recording handling of complaints
6.Signposting consumers to the redress scheme if complaints cannot be resolved
7.Allocation and maintenance of adequate resources for complaints handling
8.Section 12 and 13 complaints
9.Referral of consumers from Consumer Direct
PART III
10.Information to be provided to consumers
11.Publication of information on complaints
Signature
Explanatory Note
