Schedule 17, Part III, paragraph 13(1)

The FCA must make rules providing that a complaint is not to be entertained unless — the complainant has referred it under the ombudsman scheme before the applicable time limit (determined in accordance with the rules) has expired , or in the case of a complaint other than a relevant complaint within the meaning of section 404B, the respondent agrees that the complaint should be entertained despite the complainant having referred it under the ombudsman scheme after the applicable time limit has expired.

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Source: legislation.gov.uk · retrieved 2026-09-04