Filing a Complaint

The process of initiating a complaint with FIDReC is simple:

Consumers who have a dispute that they have not been able to resolve with a financial institution can file a complaint free of charge with FIDReC either in person or via fax, post or email.

On receipt, a Case Manager will process the complaint. If the complaint is within FIDReC's jurisdiction, the Case Manager will take it up with the financial institution concerned and facilitate a resolution of the dispute if possible through case management and mediation. This service is free of charge to consumers.

If a resolution cannot be reached, the consumer may then choose to take his or her complaint further by referring the dispute to the Adjudicator or a Panel of Adjudicators for adjudication. Consumers need to pay an adjudication case fee when their case proceed to adjudication.

Consumers should not submit the originals of their documents to FIDReC. They should only provide FIDReC with photocopies of the documents supporting their complaint. FIDReC will not be responsible for the loss of any original documents if consumers provide such original documents to FIDReC.