Consumer Rights Act 2015: Primary legislation governing consumer rights and business obligations in relation to goods and services. Essential for establishing the fundamental framework for handling consumer complaints and defining legal obligations for complaint resolution.
Data Protection Act 2018 and UK GDPR: Legislation governing the processing and protection of personal data during the complaints process, including requirements for data retention, privacy, and secure handling of complainant information.
Equality Act 2010: Ensures complaints procedures are accessible to all individuals and prevents discrimination in complaint handling. Requires reasonable adjustments for disabled complainants and promotes equal treatment.
Alternative Dispute Resolution for Consumer Disputes Regulations 2015: Establishes requirements for alternative dispute resolution mechanisms and mandates information provision about ADR options to consumers in complaint procedures.
Public Services Ombudsman (Wales) Act 2019: Specific legislation for Welsh public bodies regarding complaint handling and ombudsman referral processes. Particularly relevant for public service organizations in Wales.
Enterprise Act 2002: Contains provisions relating to consumer protection and unfair trading practices, which must be considered in complaint handling procedures and consumer rights protection.
Freedom of Information Act 2000: Governs transparency requirements and information access rights, particularly relevant for public bodies in their complaint handling procedures.
Human Rights Act 1998: Ensures fundamental rights including fair hearing and effective remedy in complaint procedures, establishing basic principles for fair and just complaint handling.
