Consumer Rights Act 2015: Primary legislation governing consumer rights and business obligations, including requirements for handling consumer complaints and providing satisfactory services
Equality Act 2010: Ensures complaints handling procedures are non-discriminatory and accessible to all, protecting individuals from discrimination based on protected characteristics
Data Protection Act 2018: Regulates how personal information in complaints must be handled, stored, and processed, ensuring privacy and data protection compliance
UK General Data Protection Regulation (UK GDPR): Post-Brexit data protection framework requiring specific handling of personal data in complaints processes, including rights of access and deletion
Human Rights Act 1998: Ensures complaints procedures respect fundamental human rights, including the right to a fair hearing and respect for private life
Financial Services and Markets Act 2000: Specific requirements for financial services companies in handling complaints, including mandatory procedures and reporting
FCA Handbook DISP Rules: Detailed regulations from the Financial Conduct Authority specifically governing complaint handling in financial services sector
Alternative Dispute Resolution Regulations 2015: Framework for alternative dispute resolution procedures in consumer disputes, including requirements for ADR providers
BS ISO 10002:2018: British Standard providing guidelines for complaints handling in organizations, including quality management and customer satisfaction principles
Limitation Act 1980: Sets statutory time limits for bringing legal claims, which must be considered in complaints handling procedures and policy timeframes
