Dispute Resolution: Complaints in the FCA Handbook (DISP)
Following on from last week’s look at CONC, this week we’re going to examine DISP, the section of the FCA Handbook that sets out how firms should handle and resolve complaints about regulated activity. DISP is divided into three main chapters: Treating Complainants Fairly Jurisdiction of the Financial Ombudsman Service Complaint handling procedures of the Financial Ombudsman Service There are also further sections that are only applicable to some firms: the Standard Terms – w