Complaints

Financial Dispute Resolution Commission

What the Financial Dispute Resolution Commission does, when a complaint reaches it, and how a review is handled.

What the Commission is

The Financial Dispute Resolution Commission (FDRC) is the dispute-resolution stage of the complaint journey operated through this portal. Complaints reach it by referral, after they have been through the Licensed Financial Institution and the Office of Financial Conduct and remain unresolved.

In this portal the Commission keeps its own case record, separate from the OFC complaint file, and is served by its own registry, secretariat and commissioner roles. It records a determination with the outcome and the reasons for it.

Separate case record

Handled on its own case record, distinct from the earlier OFC complaint file.

Both sides heard

The consumer and the institution are each given the opportunity to provide information.

Written determination

Outcomes are issued in writing with the reasons for the decision.

Tracked throughout

Progress remains visible in your complaint record while the review is under way.

Where the Commission sits in the journey

1
1. The institution responds first
A complaint normally starts with the Licensed Financial Institution. It is given the opportunity to review and respond before the matter goes further.
2
2. The OFC assesses the complaint
The Office of Financial Conduct assesses the complaint, gathers information from the parties and works towards a resolution.
3
3. Referral to the Commission
Where a complaint is not resolved at the OFC stage, it may be referred to the Financial Dispute Resolution Commission.
4
4. Determination
The Commission records a determination with the outcome and the reasons for it, which is added to the case record.