Consumer Rights Act 2015: Primary legislation governing consumer rights and business obligations for complaints involving goods, services, or digital content. Essential for establishing the legal basis of consumer complaints and remedies.
Data Protection Act 2018 and UK GDPR: Legislation governing the handling of personal information in complaints and ensuring data privacy compliance in all correspondence and record-keeping.
Financial Services and Markets Act 2000: Key legislation for complaints related to financial services, incorporating FCA (Financial Conduct Authority) regulations and guidelines for financial institutions.
Equality Act 2010: Legislation ensuring non-discriminatory treatment in complaint handling and consideration of reasonable adjustments for protected characteristics.
Alternative Dispute Resolution for Consumer Disputes Regulations 2015: Regulations governing the provision of information about ADR options and requirements for referring to ADR schemes in complaint responses.
Industry-Specific Regulations: Sector-specific regulatory frameworks that may apply depending on the industry (such as healthcare, telecommunications, or utilities), including relevant ombudsman schemes.
Business-Specific Requirements: Internal complaint handling procedures, service level agreements, and terms and conditions specific to the organization handling the complaint.
