UK Financial Regulation (Capital Markets Programme) Quiz 06

Last Updated: June 2024

Table of Contents

UK Financial Regulation (Capital Markets Programme)
Element 5
Complaints and Redress
5.1 Customer Complaints
On completion, the candidate should:
5.1.1 know the procedures a firm must implement and follow to handle
customer complaints [DISP 1.1.3, 1.1A .1, 1.2.1/3/6, 1.3.3, 1.4.1,
1.6.1/2/5, 1.9.1, 1.10.1]

5.1.2 know the role of the Financial Ombudsman Service (FOS) [DISP
Complaints Sourcebook – Dispute Resolution: Complaints:
Introduction] and the awards which can be made [DISP 3.7.2/4]
5.1.3 know the role of the Pension Ombudsman and the Pension
Protection Fund
5.1.4 know the criteria for a complainant to be eligible to lodge a
complaint [DISP 2.2 and DISP 2.7]
5.1.5 know the circumstances in which the Financial Services
Compensation Scheme will pay compensation [COMP 3.2,
4.2.1/2/3] and the compensation payable in respect of protected
deposits and protected investment business [COMP 10.2.1/3]
5.1.6 know the framework under which the FCA can be alerted to
Super-Complaints and Mass-Detriment References
UK Financial Regulation
V31 © Chartered Institute for Securities & Investment 26
Further Reference
While a thorough understanding of the training materials will be sufficient to pass the
examination, candidates may wish to read beyond these materials to gain a better grasp
of the sector in which they have chosen to work. Candidates might find the following
websites of interest for this purpose.
Financial Ombudsman Service at
Financial Services Compensation Scheme at
The Office of Public Sector Information at
(source legislation is available on this site)
HM Treasury at
Joint Money Laundering Steering Group guidance at
Information Commissioner’s Office at
Financial Conduct Authority at
Bank of England at
PRA Rulebook at
FCA Handbook at
Providing assurance on Client Assets to the FCA (as issued November 2019)
known as Client Asset Assurance Standard at

Continue Reading