Rules and Guidelines

The COSL Rules

Every COSL Member is bound by and must comply with COSL’s Rules.

The Rules set out:

• who can make a complaint to the Credit Ombudsman Service
• what a complaint can be about
• what complaints are not covered by the Credit Ombudsman Service
• what the procedures are for making and resolving a complaint

The 7th Edition COSL Rules came into effect on 1 July 2010 and applies to complaints received on or after that date.

Guidelines to the Rules

The Guidelines to the COSL Rules are intended to explain in greater detail some aspects of COSL’s Rules.

In particular, the Guidelines explain :

• how COSL’s Rules apply to a complaint
• the policies COSL takes into account when exercising its discretions under the Rules.

The Guidelines should be read in combination with the COSL Rules. If there is an inconsistency between the Guidelines and the Rules, the Rules override the Guidelines.