The FDR dispute resolution process aims to resolve disputes efficiently and fairly.
FDR assess the information and confirms it is able to handle the complaint. It then gathers information and exchanges it between all parties, and looks for early settlement. If no settlement is reached, FDR mediates between parties and recommends a settlement, which the parties can agree or disagree with. If they disagree, FDR 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 FDR process and the complaint can be taken to the Courts.
The full process that a complaint will go through as part of the FDR process can be found here.
