England and Wales commercial and regulatory procedures
When may a payment complaint response take thirty-five business days?
Final response by thirty-five business days only if the exceptional conditions are met. Send the timely reasoned holding response and complete the final response. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
- Period
- Final response by thirty-five business days only if the exceptional conditions are met
- Trigger
- Original complaint receipt, paired with a timely holding response
- Rule
- FCA Handbook disp1, DISP 1.6.2AR(2)
FCA Handbook disp1, DISP 1.6.2AR(2). The retained source governs send the timely reasoned holding response and complete the final response. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
Source guide · No automated date
Check the applicable procedure
The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified. The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor. The actual original complaint receipt, paired with a timely holding response and required completion must be established before using a final date.
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When may a payment complaint response take thirty-five business days?
Final response by thirty-five business days only if the exceptional conditions are met. Send the timely reasoned holding response and complete the final response. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
Responsible actor. Respondent relying on the exceptional DISP branch.
Original complaint receipt, paired with a timely holding response.
The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
FCA Handbook disp1, DISP 1.6.2AR(2)How does this provision count time?
- Send the timely reasoned holding response and complete the final response.
- The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor.
- The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor.
The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
FCA Handbook disp1, DISP 1.6.2AR(2)Which facts prevent one automatic date?
The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified. The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor. The actual original complaint receipt, paired with a timely holding response and required completion must be established before using a final date.
The respondent relying on the exceptional DISP branch has established the applicable procedure and original complaint receipt, paired with a timely holding response. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified. Send the timely reasoned holding response and complete the final response. Final response by thirty-five business days only if the exceptional conditions are met. No computed final date is supplied.
A proposed completion raises a nonbusiness-day or time-boundary question for send the timely reasoned holding response and complete the final response. The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor. Resolve this boundary under the identified provision and actual completion route. The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor.
The firm identifies difficulty late but has not sent a qualifying holding response. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified. The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified. No automatic final date follows from this scenario.
Which conditions and exceptions apply?
- Applicable procedure and actual event
- The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
- Counting and completion boundary
- The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor.
- The event remains original receipt. Exceptional circumstances must involve reasons beyond the respondent’s control. A fresh clock does not begin when complexity is identified.
- Respondent relying on the exceptional DISP branch. Original complaint receipt, paired with a timely holding response. Send the timely reasoned holding response and complete the final response. The fifteen-business-day holding response and thirty-five-business-day final response have the same receipt anchor.
What must the responsible actor complete?
Questions about this procedure
When may a payment complaint response take thirty-five business days?
Does the final period start when the holding response is sent?
No. Both periods run from receipt of the complaint.
FCA Handbook disp1, DISP 1.6.2AR(2)Is ordinary workload enough?
The provision requires exceptional circumstances for reasons beyond the respondent’s control.
FCA Handbook disp1, DISP 1.6.2AR(2)What must the holding response contain?
Reasons for delay and the deadline for the final response.
FCA Handbook disp1, DISP 1.6.2AR(2)Can the holding response wait until day thirty-five?
No. The ordinary fifteen-business-day limit still governs it.
FCA Handbook disp1, DISP 1.6.2AR(2)Does this replace all complaint regimes?
No. Establish the qualifying EMD or PSD complaint scope.
FCA Handbook disp1, DISP 1.6.2AR(2)Is a generic calendar-day result suitable?
No. Both boundaries require the applicable business-day model.
FCA Handbook disp1, DISP 1.6.2AR(2)Official sources and review
Provisions used (1)
| Provision | Purpose |
|---|---|
| FCA Handbook disp1, DISP 1.6.2AR(2) | Check the identified procedure, event, counting rule or qualification |