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.