The dispute resolution process
of FIDReC comprises:
· Mediation (1st Stage)
· Adjudication (2nd Stage)
Mediation (1st Stage)
When a complaint is first received, it is
case managed by FIDReC's Case Manager. The consumer
and the financial institution are encouraged to
resolve the dispute in an amicable and fair manner.
In appropriate cases, the Case Manager mediates the dispute between the parties. This may be done by telephone, over email or at a meeting.
Adjudication (2nd Stage)
Where the dispute is not settled by mediation, the
case is heard and adjudicated by a FIDReC Adjudicator
or a Panel of Adjudicators.
Consumers pay an adjudication case fee
when their cases proceed for adjudication.