Licensees must handle complaints and disputes in a timely, fair, open and transparent way with clear information on how to complain, timescales and escalation; must let customers refer unresolved disputes after eight weeks to a free ADR entity accredited under the Digital Markets, Competition and Consumers Act 2024; must not restrict customers' right to go to court; must keep procedures effective and reviewed; and should keep complaint records for the Commission.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.