According to FCA DISP, what does it cover?

The FCA DISP (Financial Conduct Authority's Dispute Resolution: Complaints) provides a framework for handling complaints in the financial services sector. This includes specific guidelines that firms must follow when a complaint arises, ensuring that customers can bring their issues forward and have them addressed appropriately and fairly.

Disp provides comprehensive procedures that organizations are required to adhere to when managing complaints, safeguarding consumer rights and promoting fairness in resolution processes. Topics covered include the timelines for responding to complaints, the necessary records that should be kept, and the actions firms must take when a complaint is upheld.

The other options focus on different aspects related to business activities and customer engagement but do not specifically address the procedures for resolving complaints, which is the core focus of FCA DISP. For example, selling products effectively and improving customer service are relevant to customer engagement strategies but are not the same as handling complaints, while conducting market research is a broader business activity unrelated to complaints management.