PART 6

Investigation of complaints against regulators

Consultation in relation to, and publication of, complaints scheme
86
1
Before making the complaints scheme, the regulators must publish a draft of the proposed scheme in the way appearing to them to be best calculated to bring it to the attention of the public.
2
The draft must be accompanied by notice that representations about it may be made to any of the regulators within a specified time.
3
Before making the proposed complaints scheme, the regulators must have regard to any representations made to any of them in accordance with subsection (2).
4
If the regulators make the proposed complaints scheme, they must publish an account, in general terms, of—
a
the representations made to any of them in accordance with subsection (2), and
b
their response to the representations.
5
If the complaints scheme differs from the draft published under subsection (1) in a way which is, in the opinion of the regulators, significant the regulators must (in addition to complying with subsection (4)) publish details of the difference.
6
The regulators must publish up-to-date details of the complaints scheme including, in particular, details of—
a
the provision made under section 87(5), and
b
the powers which the investigator has to investigate a complaint.
7
Those details must be published in the way appearing to the regulators to be best calculated to bring them to the attention of the public.
8
The regulators must notify the Treasury of the publication of details under subsection (6).
9
A regulator may charge a reasonable fee for providing a person with a copy of—
a
a draft published under subsection (1), or
b
details published under subsection (6).
10
Subsections (1) to (5) and (9)(a) also apply to a proposal to alter or replace the complaints scheme.