Question 1

Can I report wrongdoing anonymously?

Accepted Answer

Yes. Use the anonymous tip form at ofc.digitalnoticeboard.biz/tip. Anonymous reports feed the OFC's intelligence function but cannot receive a personal case outcome, since we have no way to contact you.

Question 2

Can I appeal an OFC or FDRC decision?

Accepted Answer

Yes. Either party may appeal to the High Court within 28 calendar days of the decision date. You may also request an internal review by the OFC within the same period, on limited grounds (procedural error or new material evidence).

Question 3

What can the OFC decide?

Accepted Answer

The OFC may uphold, partially uphold, or dismiss a complaint. It may direct the LFI to provide redress including compensation, refund of fees, correction of records, contract variation, or an apology, and may refer serious matters to enforcement or the FDRC.

Question 4

How does the FDRC decide a case?

Accepted Answer

The FDRC panel considers the evidence and may (i) uphold, (ii) partially uphold, (iii) dismiss, or (iv) remit the complaint. Where upheld it may order (i) compensation, (ii) data correction, (iii) contract voided, (iv) contract varied, (v) referral to another regulator, (vi) an apology, or (vii) other appropriate action.

Question 5

Who can file a complaint with the OFC?

Accepted Answer

Any consumer of a licensed financial institution (LFI) supervised by the ECCB — including individuals and small businesses — may file a complaint. Complaints on behalf of another person require written authorisation.

Question 6

Have I tried to resolve the issue with my financial institution first?

Accepted Answer

Yes. Under s.96MM you must first complain to the institution and give them 30 business days to respond before the OFC can accept your complaint. Attach any written response you received.

Question 7

What complaints are within scope?

Accepted Answer

Conduct-related complaints against a licensed financial institution — for example unfair fees, mis-selling, unauthorised transactions, poor service, unfair contract terms, or discrimination. Prudential and monetary policy matters are out of scope.

Question 8

How do I file a complaint?

Accepted Answer

Submit online at ofc.digitalnoticeboard.biz/submit (Registered, Guest, or Anonymous mode), by email, by post, or in person at any ECCB office in the ECCU. Include the LFI's final decision letter, if any.

Question 9

How long does the OFC take to resolve a complaint?

Accepted Answer

Acknowledgement within 3 business days. Assessment within 30 business days of confirmation of completeness. Investigations aim to close within 60 business days from that point, subject to complexity and cooperation from the LFI.

Question 10

Is there a cost?

Accepted Answer

No. Filing a complaint with the OFC and, where applicable, the Financial Dispute Resolution Centre (FDRC) is free of charge to consumers.

Question 11

How do I track my complaint?

Accepted Answer

Registered users can log in and open the case on their dashboard. Guest and anonymous submissions receive a reference number (OFC-YYYY-NNNNNN) that can be used at ofc.digitalnoticeboard.biz/track.

Frequently asked questions

Anonymous

Appeals

Decisions

Eligibility

Process

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