CUSTOMER COMPLIANCE GUIDANCE

The AVIS Group and AVIS Bank handling customer compliance strict confirm the UK regulatory requirements. 

Details you will find at the link: https://www.handbook.fca.org.uk/handbook/DISP/1/3.html

The regulatory requirements are in principal as follows: in DISP, except DISP 1.1 and (in relation to collective portfolio management) in the consumer awareness rules, the complaints handling rules and the complaints record rule, and in CREDS 9) any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which:

(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and

(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products or claims management services, which comes under the jurisdiction of the Financial Ombudsman Service.

(c) (in DISP 1.1 and (in relation to collective portfolio management) in the consumer awareness rules, the complaints handling rules and the complaints record rule) any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

(d) (in DISP) reference to a complaint includes:

(e) under all jurisdictions, part of a complaint; and

(f) under the Compulsory Jurisdiction, all or part of a relevant complaint, a relevant claims management complaint or a relevant credit-related complaint.