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.