10.—(1) Each regulated provider must ensure that its complaints handling procedure appears at a clear and prominent location on its website.
(2) Where a consumer complaint has not become a resolved complaint by the end of the first working day after the day the consumer complaint was first received by a regulated provider, the regulated provider must as soon as reasonably practicable (unless it has already done so in respect of the relevant consumer complaint):
(a)direct the complainant to the complaints handling procedure on its website; and
(b)offer to provide a copy of the complaints handling procedure to the complainant free of charge.
(3) Each regulated provider [F1who holds a licence under section 7A(1) of the Gas Act 1986 or section 6(1)(d) of the Electricity Act 1989 or both] must, at least once in every twelve-month period, inform all of its domestic consumers (or arrange for all of its domestic consumers to be informed) of the existence of its complaints handling procedure and how a relevant consumer may obtain a copy of it.
(4) A regulated provider must provide a copy of its complaints handling procedure, free of charge, to any person who requests a copy.
Textual Amendments
F1Words in reg. 10(3) inserted (14.4.2017) by The Gas and Electricity (Consumer Complaints Handling Standards) (Amendment) Regulations 2017 (S.I. 2017/428), regs. 1, 2