Guidance

The OFC complaint resolution process

Published 7/27/2026

How complaints flow through the ECCB Office of Financial Conduct — from intake to decision and appeal.

Overview

The OFC follows a defined process to ensure consistent, fair handling of every complaint.

1. Intake & acknowledgement (3 business days)

Complaints may be filed online, by email, by post, or in person. We confirm receipt and assign a reference number (OFC-YYYY-NNNNNN) within 3 business days.

2. Eligibility screening

We check that the complaint is against a licensed financial institution, that the complainant first complained to the institution and gave 30 business days for a response, and that the matter is within OFC scope.

3. Assessment & classification (30 business days)

Once complete, the OFC classifies the complaint by complexity, resolution path (oral representation, ADR, investigation) and harm type.

4. Investigation & LFI response

The LFI has 30 business days to respond. The complainant is kept informed and may be asked for further information.

5. Decision

The OFC issues a written decision: uphold, partially uphold or dismiss, with redress where appropriate. The decision is served on both parties.

6. Referral to FDRC

Where the complainant remains dissatisfied, cases meeting FDRC eligibility are referred within 5 business days.

7. Appeal

Either party may appeal to the High Court within 28 calendar days.

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Complaint resolution process — end-to-end flow
  1. Step 1
    Intake & acknowledgement
    SLA: 3 business days
  2. Step 2
    Eligibility screening
  3. Step 3
    Assessment & classification
    SLA: 30 business days
  4. Step 4
    Investigation & LFI response
    SLA: 30 business days
  5. Step 5
    OFC decision
  6. Step 6
    FDRC referral (if unresolved)
    SLA: 5 business days
  7. Step 7
    Appeal to High Court
    SLA: 28 calendar days

Complaints may exit at any stage as withdrawn (by the complainant) or rejected (following disallowance for ineligibility).