Scheme Member responsibilities

All Scheme Members have responsibilities under various legislation, and are bound by the FDR Scheme Rules.

Primary responsibilities with the FDRS Scheme Rules are to:

  • be bound by any decision made by FDRS

  • pay all fees due to FDRS

  • provide all the required information regarding a dispute

  • adhere to any relevant industry codes and legislation

  • have an internal complaints procedure in place, promote and make it accessible to customers

  • promote membership of FDRS

The rules for FDRS include:

  • the purpose and functions of FDRS

  • what sort of complaints are covered

  • complaint resolution process

  • timeline and powers of FDRS

  • membership rules and responsibilities

Download the FDRS Scheme Rules here.

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Member compliance

In order to comply with legislation, Scheme Members need to have an internal complaints handling procedure for dealing with complaints.

They must advise present and prospective clients about their complaint handling procedure, and make it clear that they are members of FDRS. Scheme Members must agree to provide all necessary information in a complaint process, and agree to be bound by the Scheme Rules.

FDRS provides detailed information about how to set up an efficient and effective internal complaint process to all of its Scheme Members once they have joined FDRS.

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