1. Introductory Text

2. PART 1 General

   1. 1. Citation, commencement and extent

   2. 2. Interpretation

3. PART II Standards for handling consumer complaints

   1. 3. Regulated providers' complaints handling procedure

   2. 4. Recording complaints upon receipt

   3. 5. Recording handling of complaints

   4. 6. Signposting consumers to the redress scheme if complaints cannot be resolved

   5. 7. Allocation and maintenance of adequate resources for complaints handling

   6. 8. Section 12 and 13 complaints

   7. 9. Referral of consumers from the consumer advice scheme

4. PART III Supply of information to consumers

   1. 10. Information to be provided to consumers

   2. 11. Publication of information on complaints

5. Signature

6. Explanatory Note