England and Wales commercial and regulatory procedures
When must a payment services complaint receive a final response?
Fifteen business days, with a separately qualified exceptional branch. Send the final response on paper or an agreed durable medium. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
- Period
- Fifteen business days, with a separately qualified exceptional branch
- Trigger
- Receipt of the qualifying complaint
- Rule
- FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AG
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AG. The retained source governs send the final response on paper or an agreed durable medium. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
Source guide · No automated date
Check the applicable procedure
Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test. DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope. The actual receipt of the qualifying complaint and required completion must be established before using a final date.
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When must a payment services complaint receive a final response?
Fifteen business days, with a separately qualified exceptional branch. Send the final response on paper or an agreed durable medium. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
Responsible actor. Respondent within the applicable EMD or PSD complaint rules.
Receipt of the qualifying complaint.
Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGHow does this provision count time?
- Send the final response on paper or an agreed durable medium.
- DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope.
- Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope.
DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGWhich facts prevent one automatic date?
Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test. DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope. The actual receipt of the qualifying complaint and required completion must be established before using a final date.
The respondent within the applicable EMD or PSD complaint rules has established the applicable procedure and receipt of the qualifying complaint. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test. Send the final response on paper or an agreed durable medium. Fifteen business days, with a separately qualified exceptional branch. No computed final date is supplied.
A proposed completion raises a nonbusiness-day or time-boundary question for send the final response on paper or an agreed durable medium. DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope. Resolve this boundary under the identified provision and actual completion route. DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope.
The respondent relies on reasons beyond its control and sends a holding response. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test. Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test. No automatic final date follows from this scenario.
Which conditions and exceptions apply?
- Applicable procedure and actual event
- Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
- Counting and completion boundary
- DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope.
- Exceptional reasons beyond the respondent’s control can permit a holding response by the ordinary limit and a final response by thirty-five business days. Complexity alone is not the stated legal test.
- Respondent within the applicable EMD or PSD complaint rules. Receipt of the qualifying complaint. Send the final response on paper or an agreed durable medium. DISP 1.6.2AR excludes the receipt day from its business-day formulation. Establish the applicable business calendar and complaint scope.
What must the responsible actor complete?
Questions about this procedure
When must a payment services complaint receive a final response?
Is the ordinary period fifteen calendar days?
No. The rule uses business days.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGDoes every complicated complaint get thirty-five days?
No. The exception requires exceptional circumstances for reasons beyond the respondent’s control.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGMust a holding response be sent by fifteen business days?
Yes, where the exceptional branch is used.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGDoes only part of a mixed complaint qualify?
DISP 1.6.2BR applies the payment rules to that part.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGCan the firm voluntarily use the shorter process for the whole complaint?
DISP 1.6.2CR permits that choice.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGIs another communication medium always allowed?
The rule requires paper unless another durable medium is agreed.
FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AGOfficial sources and review
Provisions used (1)
| Provision | Purpose |
|---|---|
| FCA Handbook disp1, DISP 1.6.2AR, 1.6.2BR and 1.6.4AG | Check the identified procedure, event, counting rule or qualification |