In this issue:
We set out below information that may assist Members with internal dispute resolution (IDR) and handling clients complaints. It provides an overview of the IDR complaint requirements and timeframes, what to include in a complaint response and other helpful information.
We often receive complaints that should have been resolved between the parties without our involvement. This newsletter offers tips as to how you can deal effectively with financial hardship complaints before they are referred to us.
This issue contains useful guidance designed to assist finance brokers, mortgage managers and lenders to minimise complaints from borrowers about fixed interest rate loans. The guidance is based on our experience in dealing with such complaints.