Consumer Rights Act 2015: Primary legislation governing consumer rights and business obligations in the UK, including the requirement for fair and transparent complaint handling procedures
Equality Act 2010: Ensures complaints handling procedures are non-discriminatory and accessible to all customers regardless of protected characteristics
Data Protection Act 2018: Governs how personal data collected during complaints processes must be handled, stored, and processed
UK General Data Protection Regulation (UK GDPR): Provides framework for data protection and privacy in complaints handling, including rights of access and erasure
Financial Services and Markets Act 2000: Key legislation for financial services complaints handling, setting out regulatory framework and obligations
FCA Handbook: Financial Conduct Authority's detailed rules and guidance for handling complaints in regulated financial services
Financial Ombudsman Service (FOS) Rules: Guidelines and procedures for escalating unresolved complaints to the official financial services ombudsman
Alternative Dispute Resolution for Consumer Disputes Regulations 2015: Regulations governing alternative dispute resolution procedures for consumer complaints
Financial Services (Banking Reform) Act 2013: Specific requirements for complaints handling in banking sector, including accountability and reporting
ISO 10002:2018: International standard for Quality Management - Customer Satisfaction and complaints handling in organizations
BS 8543:2015: British Standard for complaint handling, providing framework for effective complaints management
Consumer Protection from Unfair Trading Regulations 2008: Protects consumers from unfair practices and ensures transparent complaints procedures
Electronic Commerce (EC Directive) Regulations 2002: Guidelines for handling complaints received through electronic means and online channels
Business Protection from Misleading Marketing Regulations 2008: Ensures accurate representation of complaints procedures in business marketing materials
CMA Guidance: Competition and Markets Authority's guidelines on fair business practices including complaints handling
ICO Guidelines: Information Commissioner's Office guidance on handling data protection aspects of complaints
Trading Standards Requirements: Local authority trading standards requirements for business complaint handling procedures
