How the complaint process works

The FDRS dispute resolution process aims to resolve disputes efficiently and fairly.

FDRS assesses the information and confirms it is able to handle the complaint. We then gather information and exchanges it between all parties, and looks for early settlement. If no settlement is reached, FDRS mediates between parties and recommends a settlement, which the parties can agree or disagree with. If they disagree, FDRS proposes a final decision.

If the consumer agrees to the final decision it becomes binding on the scheme member. If the dispute is unresolved, it is the end of the FDRS process and the complaint can then be taken to the Courts.

The full process that a complaint will go through as part of the FDRS process can be found here.

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