Initial Steps

There should be a formalised complaints handling process in place in every financial service provider which is easy to access. All staff should be aware of it. A senior management person should be responsible for ensuring that the complaints handling process works in a fair and proper manner.

Final Response from the Financial Service Provider

Upon receiving written notification of the complaint from the Bureau and a request for a Final Response from the Complainant, the Provider has 25 working days in which to try to resolve the complaint by its internal complaint procedures. If at the end of the twenty five working days, a resolution has not been attained, a Final Response letter must be issued to the Complainant by the nominated member of senior management. (If the Provider requires more time to review the complaint, for example if it requires the Complainant to undergo a medical examination, the Bureau must be notified of same).

The Final Response letter must:

• Contain a detailed account of the dispute at hand
• Address all issues outlined in Complainant’s Complaint Form
• Quote the applicable loan contract terms/policy conditions/terms of business etc
• Give details of any redress offered to the Complainant by the Provider
• State that it is the Final Response of the Provider for the purpose of referring the matter to the Financial Services Ombudsman's Bureau
• Advise the Complainant that he/she has 15 working days from the date of said Final Response to refer the matter to the Financial Services Ombudsman's Bureau for investigation

Handling Complaints About Our Own Services (PDF document 130k)