otázka  |
odpověď |
|
začněte se učit
|
|
|
|
|
CRA 2015 deals with goods and... začněte se učit
|
|
|
|
|
How may parts does CRA 2015 have? začněte se učit
|
|
3 parts: Consumers’ rights and remedies | Unfair terms provision. | Miscellaneous provisions (including investigatory powers for consumer law enforcers and secondary ticketing).
|
|
|
What is covered by 2nd part of CRA? začněte se učit
|
|
|
|
|
What is covered by 3nd part of CRA? začněte se učit
|
|
Miscellaneous provisions (including investigatory powers for consumer law enforcers and secondary ticketing).
|
|
|
What is the grey list in CRA? začněte se učit
|
|
Indicative and non-exhaustive list of terms of consumer contracts that may be regarded as unfair.
|
|
|
If a consumer exercises the right to cancel, they must notify the firm; the notification is deemed to have been observed if it is... začněte se učit
|
|
is dispatched* before the deadline expires. *wysłana Indefinitely for pension transfers, pension opt-outs or free-standing additional voluntary contributions (FSAVCs). | 5 policy, pension contract, personal pension scheme or stakeholder pension scheme. | 3 years in any other case.
|
|
|
Customer complaints can be address to... začněte se učit
|
|
FOS (Financial Ombudsman Service).
|
|
|
FOS eligible complainants are: 5 | CChM TSP Financial Ombudsman Service začněte se učit
|
|
Consumers. | Charities. | Micro-enterprises*. | Trustees of a trust. | SME**. | Person acting outside their business Other authorised firms are generally not eligible complainants, although they may be eligible if the complaint is in respect of an activity for which they do not have permission themselves.
|
|
|
FOS eligible complainants. Micro-enterprises threshold: 2cz začněte se učit
|
|
Employing fewer than 10 people. | Turnover not exceeding €2 million.
|
|
|
FOS eligible complainants. Charities threshold: začněte se učit
|
|
|
|
|
FOS eligible complainants. Trustees of a trust threshold: začněte se učit
|
|
NAV of less than £5 million
|
|
|
FOS eligible complainants. SMEs threshold: | Turnover less than £6.5 million, | Balance sheet of £5 million and fewer than... (employees) začněte se učit
|
|
|
|
|
What is the subject of DISP 1* entitled ‘Treating Complainants Fairly’? the FCA’s Dispute Resolution: Complaints Sourcebook začněte se učit
|
|
Complaints rules and guidance.
|
|
|
What is the name of DISP 1.2? Dispute Resolution: Complaints začněte se učit
|
|
|
|
|
What is the name of DISP 1.3? Dispute Resolution: Complaints začněte se učit
|
|
|
|
|
What is the name of DISP 1.4? Dispute Resolution: Complaints začněte se učit
|
|
Complaints Resolution Rules
|
|
|
When responding to a customer complaint, a firm may offer remedial action or... začněte se učit
|
|
zadośćuczynienie [niepoliczalny)
|
|
|
A written response to the complainant is required within...? začněte se učit
|
|
8 weeks (a final response or a holding response)
|
|
|
Complaint records must be retained for... 2 (MiFID/non-MiFID) začněte se učit
|
|
5 years in relation to MiFID business, | and 3 years for non-MIFID.
|
|
|
How often a firm must provide a complete report concerning complaints to the FCA? začněte se učit
|
|
on a fixed 6-monthly and calendar year basis. *Exception: Annual Report if: | credit-related activities, | or operating an electronic system in relation to lending and has revenue of less than £5 million. | Regulated funeral plan activities.
|
|
|
Normally a firm must issue complete Complaints Report twice a year. Provide an example when an Annual report* is allowed: *from 2027 there won't be any exceptions (all firms will need to report twice a year). začněte se učit
|
|
operating an electronic system in relation to Lending (and has revenue of less than £5 million) also: Credit-related activities, | regulated Funeral plan activities, | regulated Claims management activities,
|
|
|
Complaints Report. Firms must provide additional information to the FCA if they receive at least... začněte se učit
|
|
500 complaints during the six-month reporting period. also: A threshold of 500 complaints or more above which firm data will be published on their website. E.g.: the amount of redress paid by the firm in relation to complaints upheld and not upheld during the reporting period. | Additional context.
|
|
|
If the firm adopts the two- stage approach, a complaint is considered closed if the complainant has not responded to the written response within... začněte se učit
|
|
|
|
|
FCA's Policy Statement titled "Improving the complaints Reporting process", intended to... <come into effect from 31 December 2026> začněte se učit
|
|
... to remove duplications.
|
|
|
Consumer Credit Return (CCR), Funeral Plans (FP), Claims Management Companies (CMCs), and Electronic Money and Payment Services Return (PSR) are now replaced by... začněte se učit
|
|
Consolidated Complaints Return CCR
|
|
|
What is Permission-based reporting? začněte se učit
|
|
Firms will only need to complete the sections of the new Compliance return relevant to their regulated activities.
|
|
|
The Nil Return is for...? začněte se učit
|
|
... for firms that have no complaints to report.
|
|
|
FCA’s Vulnerability Guidance. The 4 drivers of vulnerability are: | health, | life events, | resilience and... začněte se učit
|
|
|
|
|
Firms will be required to report whether complainants are in '__' circumstances začněte se učit
|
|
|
|
|
Contextualised complaints data are related only to | Insurance, | Payment Services, | Retail Banking and... začněte se učit
|
|
Claim Management Companies (CMCs).
|
|
|
What is the period to file a complaint to EMD? začněte se učit
|
|
within 6 months of the firm’s final response,
|
|
|
|
(Directive) začněte se učit
|
|
Payment Services Directive
|
|
|
|
(Directive) začněte se učit
|
|
Electronic Money Directive
|
|
|
Upon receipt of an EMD or PSD complaint firms are required under DISP 1.6.2A to send a final response to the complainant within... (days) Payment Services Directive / Electronic Money Directive začněte se učit
|
|
alternatively: The holding response must be send - then 35th business day following the day on which the complaint was received.
|
|
|
Complaints Handling. What is the extended next business days rule? začněte se učit
|
|
Firms are permitted to handle complaints less formally, without sending an acknowledgement letter, three business days after the date of the receipt of the complaint.
|
|
|
Complaints Handling. What is the maximum cost of calls made by consumers? začněte se učit
|
|
No more than the maximum basic rate cost for calls.
|
|
|
The FOS comprises two jurisdictions: Compulsory jurisdiction (CJ) and... začněte se učit
|
|
... Voluntary jurisdiction (VJ) VJ covers complaints which are not within the CJ.
|
|
|
A result of a complaint, the FOS can require the firm to pay... začněte se učit
|
|
|
|
|
Base amounts of FOS awards if FOS complaint date is on or after 1 April 2025? 2 začněte se učit
|
|
IMPORTANT: Future award limits will be automatically adjusted each year on 1 April using the Consumer Price Index (CPI). *if date of the "act or omission" is before 1 April 2019.
|
|
|
What is the Super-complaint? začněte se učit
|
|
A widespread market problem.
|
|
|
What is the Mass-Detriment Reference? začněte se učit
|
|
A widespread consumer harm caused by a firm. A large-scale damage, harm or loss to consumers. the FOS and the firms themselves are allowed to make mass-detriment references.
|
|
|
How many days does FCA have to respond to a super-complaint being raised with them? začněte se učit
|
|
|
|
|
What does stand for FSCS? začněte se učit
|
|
Financial Services Compensation Scheme
|
|
|
FSCS. Are the other authorised firms eligible claimants? začněte se učit
|
|
|
|
|
FSCS. Are overseas financial institutions firms eligible claimants? | Are provincial, regional, local and municipal authorities eligible claimants? začněte se učit
|
|
Including supranational institutions, governments and central administrative authorities.
|
|
|
FSCS. Are CISs, their trustees and operators eligible claimants? začněte se učit
|
|
|
|
|
FSCS. Directors and managers of the firm in default and their relatives are not eligible claimants unless the firm is... začněte se učit
|
|
... a small mutual association. or unless the firm is a credit union)
|
|
|
FSCS. What minimum capital holding makes a person a non-eligible claimant? začněte se učit
|
|
|
|
|
FSCA. Non-eligible holders: i n f o r m a t i v e začněte se učit
|
|
Auditors; | Any person who has contributed to the firm’s default; | large companies; | Large partnerships. | Persons whose claim arises under the Third Parties Act 1930.
|
|
|
FSCA. Although other authorised firms are not eligible, the exception arises from an activity if the claim for which they do not have... [permission] začněte se učit
|
|
sole trader firms | credit unions | trustees | small businesses – those with an annual turnover of less than £1 million.
|
|
|
FSCA. Although other authorised firms are not eligible, the exception is made if the claim arises from an activity for which they do not have Part 4A permission for small businesses with turnover below... začněte se učit
|
|
also: sole trader firms | credit unions | trustees
|
|
|
FSCA - protected claims can relate to money on deposit with a bank and... 3 začněte se učit
|
|
Claims on contracts of insurance. | Protected investment business. | Claims against the manager of AUT. IIM protected investment business and
|
|
|
FSCA. Bank deposits are protected up to... £ začněte se učit
|
|
£120,000 per eligible person, per firm. the maximum payout per ‘license’
|
|
|
FSCA. Temporary high balances (sale of a property, inheritance), are covered up to... začněte se učit
|
|
...£1.4 million for a period of 6 months.
|
|
|
FSCA. Joint Accounts are cover up to... začněte se učit
|
|
|
|
|
FSCA. Level of protection for Compulsory insurance, Long-term insurance, Professional indemnity insurance and death or incapacity (due to sickness or injury). % začněte se učit
|
|
|
|
|
FSCA. Investments are protected up to... £ *Compulsory insurance, Long-term insurance, Professional indemnity insurance and death or incapacity (due to sickness or injury). začněte se učit
|
|
...£85,000 per eligible person, per firm.
|
|
|
FSCA. Pension level protection if the pension provider fails? začněte se učit
|
|
|
|
|
FSCA. Pension amount protection if SIPP operator or in case of bad pension advice? začněte se učit
|
|
|
|
|
