Dispute Resolution Process

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.

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.