A customer complains by phone on Wednesday 14 October 2026 and the firm then resolves the complaint to his satisfaction. What is the latest it can do so and still use a summary resolution communication instead of a final response?
DISP 1.5.1R allows the summary resolution route for complaints resolved by close of business on the third business day following the day the complaint is received. Counting from the next day and skipping the weekend: Thursday 15 (1), Friday 16 (2), Monday 19 October (3). Friday 16 October is only the second business day; 11 November 2026 is four weeks later and has no DISP significance.
Counting the day of receipt as day one, or counting the weekend.
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