CP14/30 response form

Published: 12/12/2014     Last Modified: 19/12/2014

We are asking for comments on this Consultation Paper by 13 March 2015.

You can send your response by electronic submission using the following form or by emailing us.

Alternatively, please send comments in writing to:

Samuel Condry
Strategy and Competition Division
Financial Conduct Authority
25 The North Colonnade
Canary Wharf
London E14 5HS

Telephone: 020 7066 7265

Email: cp14-30@fca.org.uk

We make all responses to formal consultation available for public inspection unless the respondent requests otherwise. We will not regard a standard confidentiality statement in an email message as a request for non-disclosure.

Despite this, we may be asked to disclose a confidential response under the Freedom of Information Act 2000. We may consult you if we receive such a request. Any decision we make not to disclose the response is reviewable by the Information Commissioner and the Information Rights Tribunal.

Note: You can take a printout of your response before clicking the 'Submit to FCA' button at the end of the form, but this will only print the visible text on screen, and you may have given longer answers. After submitting your response, the form will clear, but when we acknowledge receipt of your response by email, we can return to you a copy of your full submission as received. Check this box if you would like to have a copy of your submission returned:

Submission Details

as an individual
as a representative of an authorised firm
as a representative of a professional firm
other (please specify):

Do you agree that the time period for firms to resolve complaints informally should be extended from the close of the next business day to three business days(following receipt)?


Do you agree that firms should report to us, and publish, all complaints that they receive?


Do you have any comments on our proposals to improve consumer awareness by requiring firms to send a summary resolution communication in respect of complaints handled within three business days?


Do you have any comments on the proposed new complaints return?


Do you agree with our proposed approach to data contextualisation?


Do you have any comments on the new complaints publication report?


Do you have any comments on these changes?


Do you agree that all post-contract telephone calls to financial services firms should be charged at no more than a ‘basic rate’?


Do you agree with our proposed amendments to DISP 2.8.1?


Do you agree with our proposal to retain the existing six month and six and three year time limits for complaints made to the ombudsman service?


Do you agree that once a firm has consented to the ombudsman service considering a complaint it should not be permitted to withdraw consent?


Do you have any comments on the proposed wording firms will be required to include in final response letters?


Do you agree with our proposal to extend the definition of eligible complainant so it is consistent with the ADR Directive?


Do you have any comments on the new rules in DISP 5 that apply to the ombudsman service’s annual reports?


Do you agree with our proposed revision of the dismissal grounds in order to bring them in line with the Directive?


Do you agree with the proposal to amend the test case rules in this way?


Do you have any comments on the proposed wording for this rule?


Do you agree with our proposed amendment to DISP on the timing of complaints procedure disclosure for intermediaries within the scope of the MCD?


Do you have any comments on the possible impact of this proposal on vulnerable consumers?


Do you have any comments on our cost benefit analysis?


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