DISP explained: FCA complaint-handling rules

DISP is the FCA Handbook sourcebook that deals with complaints and the jurisdiction of the Financial Ombudsman Service.

For consumers, DISP matters because it sets important rules about how many regulated financial businesses must receive, investigate and respond to complaints, and it contains key rules about when a complaint can be taken to the Financial Ombudsman Service (FOS).

It is not a universal complaints code for every business. Whether a particular DISP rule applies depends on the firm, activity and complaint involved.

Key points

DISP 1 covers complaint handling by firms and other respondents.
DISP 2 covers FOS jurisdiction, including important referral time limits.
Different complaint types can use different response periods; “eight weeks” is not universal.
Citing the exact rule is stronger than simply writing “this breaches FCA rules”.

What DISP means in practice

DISP is short for Dispute Resolution: Complaints. It sits inside the FCA Handbook. It includes rules and guidance about complaint procedures, complaint investigation, final responses, reporting and publication of complaint data, and the circumstances in which FOS can consider a dispute.

The Handbook distinguishes between mandatory rules and guidance. A reference ending in R is a rule; G indicates guidance. The distinction matters when you rely on a provision in a complaint.

How a regulated complaint should be investigated

For ordinary complaints within DISP 1.4, the respondent must investigate competently, diligently and impartially, obtain additional information where necessary, and assess the complaint fairly, consistently and promptly. It must also explain its assessment and decision in a way that is fair, clear and not misleading.

This is useful when a final response merely announces a conclusion without engaging with the evidence, changes the firm's factual case without explanation, or ignores a material complaint point.

Useful reference

DISP 1.4.1R is often more useful than a generic assertion that a firm “did not investigate properly”.

The complaint-response clock

From 1 June 2026, DISP 1.6.1R requires a prompt written acknowledgement for complaints within its scope and information about the applicable response timetable. For most ordinary complaints the familiar period is up to eight weeks. Certain payment-services and electronic-money complaints use a shorter regime: normally 15 business days, with a holding response and final response by 35 business days in exceptional circumstances.

There are also product-specific and transitional rules elsewhere in DISP. Always identify the type of complaint before applying a deadline.

What a final response should achieve

A final response is not valuable merely because it is labelled “final”. It should communicate the firm's position, explain the result and give the required FOS information where applicable. If it rejects the complaint, the reasons should be capable of being checked against the evidence and the applicable rules.

If an answer leaves a material issue unresolved, preserve both the original complaint and the final response. A simple issue-by-issue comparison is often more persuasive than a long argumentative reply.

When FOS can usually be approached

DISP 2 contains the Financial Ombudsman jurisdiction rules. For many complaints, FOS can consider the matter after the business has issued its final response or after the applicable response period has expired. The usual final-response referral period is six months, although special regimes and exceptional circumstances can affect this.

Separate long-stop rules also apply: generally six years from the event complained about, or: if later: three years from when the consumer became aware, or ought reasonably to have become aware, of cause for complaint. These rules contain qualifications, so do not rely on a summary where a deadline is close.

Using DISP

How to use it in a complaint

Identify the regulated firm and the product/activity involved.
Work out whether the issue concerns complaint handling, the underlying conduct, or both.
Cite the specific DISP provision only where it actually fits the point.
Explain the factual failure, for example, evidence ignored, no reason given, or response sent outside the applicable timetable.
State the practical remedy you want.
Protect the FOS referral deadline even if further correspondence with the firm continues.

Common traps

Do not turn DISP into a catch-all

DISP does not replace the underlying rule governing the product or conduct.
Not every complaint to a financial business has the same deadline.
A breach of an FCA rule does not automatically tell you what compensation a court or ombudsman will award.
Do not wait for the FCA to investigate a firm before protecting your individual FOS or court deadline.

Official sources

Check the live rules

Formal deadlines and questions about whether a rule applies should be checked against the live FCA Handbook.