Part 2

Complaints handling and redress schemes

Standards for handling complaints

Standards for handling complaints
43
1
A regulator must by regulations prescribe standards for the handling by its regulated providers of consumer complaints made to them.
2
The regulations may prescribe standards in relation to all consumer complaints, or consumer complaints of a kind specified in the regulations.
3
In particular, the regulations may specify a kind of consumer complaint by reference to the subject-matter of a complaint, or the description of person making a complaint.
4
Regulations under this section may be made only with the consent of the Secretary of State.
5
A regulator must make arrangements for securing that regulations made by it under this section are available to the public, by whatever means it considers appropriate.
6
If a date is prescribed in relation to a regulator for the purposes of this subsection, from that date subsection (1) has effect in relation to that regulator as if, in that subsection, for “must” there were substituted “may”.
7
In subsection (6)
“prescribed” means prescribed by order made by the Secretary of State under this section.
8
Before prescribing a date in relation to a regulator for the purposes of subsection (6), the Secretary of State must consult—
a
the regulator,
b
Citizens Advice,
ba
Citizens Advice Scotland,
bb
Consumer Scotland, and
c
such other persons as the Secretary of State considers appropriate.
9
This section does not apply to the Water Services Regulation Authority.
S. 43 in force at 21.12.2007 by S.I. 2007/3546, art. 3, Sch.
S. 43(8)(b)(ba) substituted (1.4.2014) for s. 43(8)(b) by The Public Bodies (Abolition of the National Consumer Council and Transfer of the Office of Fair Trading's Functions in relation to Estate Agents etc) Order 2014 (S.I. 2014/631), art. 1(3), Sch. 1 para. 12(43) (with Sch. 1 para. 28, Sch. 2 paras. 13-15)
S. 43(8)(bb) inserted (13.1.2022) by The Consumer Scotland Act 2020 (Consequential Provisions and Modifications) Order 2022 (S.I. 2022/34), art. 1(1), Sch. para. 7(12) (with art. 5)
Pt. 2 power to apply (with modifications) conferred (25.10.2022) by Energy Prices Act 2022 (c. 44), ss. 19(11)(b)(i), 30(6) (with s. 29)
Pt. 2 applied (with modifications) (E.W.S.) (1.11.2022) by The Energy Bill Relief Scheme Pass-through Requirement (Heat Suppliers) (England and Wales and Scotland) Regulations 2022 (S.I. 2022/1101), regs. 1(2), 9
Pt. 2 applied (with modifications) (E.W.S.) (26.4.2023) by The Energy Bills Discount Scheme Pass-through Requirement (Heat Suppliers) Regulations 2023 (S.I. 2023/455), regs. 1(2), 9
Pt. 2 power to apply (with modifications) conferred (26.10.2023) by Energy Act 2023 (c. 52), s. 334(2)(l), Sch. 18 para. 62
Pt. 2 applied (with modifications) (3.3.2025 for specified purposes, 1.4.2025 for specified purposes) by The Heat Networks (Market Framework) (Great Britain) Regulations 2025 (S.I. 2025/269), regs. 1(2)(i)(3)(f)(4), 56