England and Wales commercial and regulatory procedures
Must a firm give a final complaint response within eight weeks?
Eight weeks for the required final or qualifying written response. Send a final response or the prescribed explanation and Ombudsman information. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
- Period
- Eight weeks for the required final or qualifying written response
- Trigger
- Firm receives the complaint
- Rule
- FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4R
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4R. The retained source governs send a final response or the prescribed explanation and Ombudsman information. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
Source guide · No automated date
Check the applicable procedure
DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked. Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision. The actual firm receives the complaint and required completion must be established before using a final date.
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Must a firm give a final complaint response within eight weeks?
Eight weeks for the required final or qualifying written response. Send a final response or the prescribed explanation and Ombudsman information. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
Responsible actor. Respondent firm within the applicable DISP scope.
Firm receives the complaint.
DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RHow does this provision count time?
- Send a final response or the prescribed explanation and Ombudsman information.
- Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision.
- DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision.
Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RWhich facts prevent one automatic date?
DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked. Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision. The actual firm receives the complaint and required completion must be established before using a final date.
The respondent firm within the applicable DISP scope has established the applicable procedure and firm receives the complaint. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked. Send a final response or the prescribed explanation and Ombudsman information. Eight weeks for the required final or qualifying written response. No computed final date is supplied.
A proposed completion raises a nonbusiness-day or time-boundary question for send a final response or the prescribed explanation and Ombudsman information. Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision. Resolve this boundary under the identified provision and actual completion route. Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision.
The firm cannot conclude the investigation within eight weeks. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked. DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked. No automatic final date follows from this scenario.
Which conditions and exceptions apply?
- Applicable procedure and actual event
- DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
- Counting and completion boundary
- Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision.
- DISP 1.6.2R permits a qualifying written response explaining why a final response is not yet possible. Early accepted resolution and special complaint regimes must be checked.
- Respondent firm within the applicable DISP scope. Firm receives the complaint. Send a final response or the prescribed explanation and Ombudsman information. Eight weeks runs from complaint receipt. The outer written-response duty does not guarantee a final merits decision.
What must the responsible actor complete?
Questions about this procedure
Must a firm give a final complaint response within eight weeks?
Is a final decision always required by eight weeks?
DISP 1.6.2R permits its specified written explanation and referral information instead.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RWhat must a delayed response explain?
Why the firm cannot give a final response and when it expects to provide one.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RCan earlier written acceptance matter?
DISP 1.6.4R sets conditions for an accepted response exception.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RDo payment complaints always use eight weeks?
No. DISP 1.6.2AR establishes shorter applicable payment and electronic-money periods.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RDoes an internal reassignment restart time?
The rule uses receipt of the complaint by the respondent.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4RCan a three-business-day resolution change the process?
DISP 1.5.1R provides the qualifying early-resolution branch.
FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4ROfficial sources and review
Provisions used (1)
| Provision | Purpose |
|---|---|
| FCA Handbook disp1, DISP 1.5.1R, 1.6.2R and 1.6.4R | Check the identified procedure, event, counting rule or qualification |