Category: Compliance & AML · Reviewed by Matt Bartlett, Director · Founder · Last reviewed June 2026
The FCA Handbook sourcebook governing how regulated firms must receive, investigate, resolve and report complaints, and the rules of the Financial Ombudsman Service (FOS).
DISP — Dispute Resolution: Complaints — is the rulebook for complaint handling and the operating rules of the Financial Ombudsman Service. It defines what counts as a complaint, the eligible complainant test, the time limits for firms to respond, the rules for issuing a final response, the £415 case fee context for FOS, and the substantive jurisdiction and procedures of the Ombudsman.
Made under FSMA sections 137A, 138, Part XVI (the Ombudsman scheme) and Schedule 17. The Financial Ombudsman Service was established by FSMA 2000 Part XVI and given statutory authority to determine complaints by reference to what is, in its opinion, fair and reasonable in all the circumstances of the case.
DISP 1 covers a firm’s own complaint-handling rules. DISP 1.4 requires the firm to investigate competently, diligently and impartially; DISP 1.6 sets timescales (acknowledge promptly, final response by end of week 8 with FOS referral rights); DISP 1.10 sets the complaints return obligations. DISP 2 sets out FOS jurisdiction. DISP 3 sets FOS procedure. DISP 4 / 5 cover voluntary jurisdiction. DISP App 1 historically covered mortgage endowment complaints and DISP App 3 PPI.
The “complaint” definition is broad and oral — any expression of dissatisfaction in relation to a regulated activity that alleges financial loss, material distress or material inconvenience. Eligible complainants are consumers, micro-enterprises (turnover < €2m and < 10 employees), small businesses (turnover < £6.5m and < 50 employees and balance sheet < £5m), charities (< £6.5m annual income) and trustees of trusts (< £5m net asset value), in each case under the DISP 2.7 test.
A landlord client emailing Apex to say the renewal premium felt unreasonable and asking why is an expression of dissatisfaction in relation to a regulated activity. It must be logged, investigated, the eligibility test run, the complaint resolved within FCA timescales (a “summary resolution” letter within three business days, or final response by end of week 8), and reported in the DISP 1.10 return.
FCA Handbook, Dispute Resolution: Complaints (DISP). Financial Services and Markets Act 2000, sections 137A, 138, Part XVI, Schedule 17. Financial Ombudsman Service rules. FCA Policy Statement PS15/19 (Complaints handling rules).
By Matt Bartlett, Director, on 2026-06-11.
This entry is part of the Apex Insurance Wiki. Last reviewed by Matt Bartlett on 2026-06-11. Apex Insurance Brokers Limited, FCA FRN 724952, Companies House 07014570. Not regulated advice — consult your broker on your specific position.
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