Part 2 U.K. Complaints handling and redress schemes

Modifications etc. (not altering text)

C1 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)

C2 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

C3 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

C4 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

C5 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

C6 Pt. 2 power to apply (with modifications) conferred (18.12.2025) by 1989 c 29, s. 38C (as inserted by Planning and Infrastructure Act 2025 (c. 34), ss. 27(2), 118(1)(n) (with s. 116))

Standards for handling complaints U.K.

45 Information with respect to compliance with complaints handling standards U.K.

(1) This section applies in relation to standards prescribed by a regulator by regulations under section 43 in relation to its regulated providers (or some of them).

[F1 (1A) This section also applies in relation to standards for the handling of complaints made about postal operators by users of their services which are contained in consumer protection conditions imposed under Part 3 of the Postal Services Act 2011.]

(2) [F2 Citizens Advice, Citizens Advice Scotland and Consumer Scotland must publish such statistical information as Citizens Advice, Citizens Advice Scotland or, as the case may be, Consumer Scotland] [F3 consider] appropriate relating to the levels of compliance with the standards which those regulated providers[F4 or postal operators] have achieved.

[F5 (2A) The GCCNI must publish such statistical information as it considers appropriate relating to the levels of compliance with the standards which those postal operators have achieved. ]

(3) That information must be published in such form and manner, and with such frequency, as [F6 the consumer advocacy body in question] thinks appropriate.

(4) Schedule 5 makes further provision with respect to information about compliance with complaints handling standards.

Textual Amendments

F1 S. 45(1A) inserted (1.10.2011) by Postal Services Act 2011 (c. 5), s. 93(2)(3), Sch. 12 para. 184(2); S.I. 2011/2329, art. 3

F2 Words in s. 45(2) substituted (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(13) (with art. 5)

F3 Words in s. 45(2) substituted (1.4.2014) 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(44)(a)(ii) (with Sch. 1 para. 28, Sch. 2 paras. 13-15)

F4 Words in s. 45(2) inserted (1.10.2011) by Postal Services Act 2011 (c. 5), s. 93(2)(3), Sch. 12 para. 184(3); S.I. 2011/2329, art. 3

F5 S. 45(2A) inserted (1.4.2014) 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(44)(b) (with Sch. 1 para. 28, Sch. 2 paras. 13-15)

F6 Words in s. 45(3) substituted (1.4.2014) 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(44)(c) (with Sch. 1 para. 28, Sch. 2 paras. 13-15)

Commencement Information

I1 S. 45 in force at 1.10.2008 by S.I. 2008/2550, art. 2, Sch.