Following a consultation in February this year, the FCA has amended the Dispute Resolution Complaints sourcebook to state that, where the firm’s activity does not involve a sale, not-for-profit debt advice bodies are obliged to make customers aware of the availability of complaints information at the first point of contact and are able to do this orally or in writing.

The Financial Ombudsman Service (FOS) has implemented this change to its standard terms affecting businesses subject to its voluntary jurisdiction.