Problem with a Bank: Complaint and Assessment

Where an exemption applies, you could refuse to provide all or some of the requested information, depending on the circumstances. You should consider whether an exemption applies on a case-by-case basis. If you do apply an exemption, you must be able to justify this and you should document your reasons for relying on it. Not all exemptions apply in the same way. Some exemptions apply because of the nature of the personal information. Others apply because disclosing the information is likely to prejudice your purpose. If an exemption applies, you may sometimes be obliged to rely on it (eg if complying with the SAR would break another law). In other cases, you can choose whether to use the exemption. If you refuse to comply with a SAR request, you must inform the person about: the reasons why; their right to make a complaint to you, as the controller; their right to make a complaint to the ICO; and their ability to ask to enforce this right through the courts. The following exemptions are those most likely to apply to SARs: Crime and taxation: general Crime and taxation: risk assessment Legal professional privilege Functions designed to protect the public Regulatory functions relating to legal services, the health service and children’s services Other regulatory functions Judicial appointments, independence and proceedings Journalism, academia, art and literature Research and statistics Archiving in the public interest Health, education and social work information Child abuse information Management information Negotiations with the requester Confidential references Exam scripts and exam marks Manifestly unfounded or excessive requests Information about other people (Other exemptions may be relevant, and you can find more information on these in our guidance on exemptions.)

ICO — A guide to subject access (updated 16 July 2026) · ico-overview; snapshot-utf8:10812:12642 · Source date: 2026-07-16 · Quote checked: 2026-10-17 · Quote verified in current snapshot

The right of access, commonly referred to as subject access, gives people the right to obtain a copy of their personal information from you, as well as other supplementary information. It helps people understand how and why you are using their information and check you are doing so lawfully. How do we recognise a subject access request? A person can make a SAR verbally or in writing, including via social media. A request is valid if it’s clear that the person is asking for their own personal information. A person does not need to use a specific form of words, refer to legislation or direct the request to a specific contact. A person may ask a third party (eg a relative, friend or solicitor) to make a SAR on their behalf. You may also receive a SAR made on behalf of a person through an online portal. Before responding, you need to be satisfied that the third party making the request is entitled to act on behalf of the person. It is the third party’s responsibility to provide evidence of their authority.

ICO — A guide to subject access (updated 16 July 2026) · ico-overview; snapshot-utf8:3697:4722 · Source date: 2026-07-16 · Quote checked: 2026-10-17 · Quote verified in current snapshot

You must comply with a SAR without undue delay and at the latest within one month of receiving the request, or within a month of receiving: information confirming the identity of the person the information is about; information that shows a third party is authorised to act on behalf of the person; or a fee. You can extend the time to respond by up to a further two months, where necessary, if: the request is complex; or you have received a number of requests from the same person. If you do extend the time limit, you must let the person know and explain why within one month of receiving the request. Can we clarify the request? You may ask the requester to clarify what personal information they want. This may be because you hold a lot of information about them or their request is vague. You should only ask for clarification if it’s reasonably required. For example, this might be because you are unable to provide an effective response without the clarification. If you ask for clarification, the one-month time limit pauses on the day you request it and resumes the day after you receive it. This is known as ‘stopping the clock’. This means you don’t need to provide the person with the information until they clarify their request. You cannot force someone to narrow the scope of their request. If they repeat their request, you will need to make a reasonable search for their information. Do we need to make reasonable adjustments for disabled people? You may need to make reasonable adjustments to ensure a disabled person can make a request. Can we charge a fee? In most cases, you cannot charge a fee to comply with a SAR. However, you can charge a ’reasonable fee’ for the administrative costs of complying with a request if: it is manifestly unfounded or excessive; or a person requests further copies of their information. When requesting a fee, you should explain the costs to the person. You should request the fee as soon as possible. You should allow the person a reasonable time period to respond to your request. It’s generally reasonable to close the request if you don’t receive a response within one month. Can we ask for ID? Yes. To avoid sending personal information about one person to someone else, you need to be satisfied that: you know the requester’s identity (or the person the request is made on behalf of); and the information you hold relates to the person in question. You should be reasonable and proportionate about what you ask for – for example, you should only request formal identification if necessary. The timescale for responding to a SAR does not start until you receive the information you requested. It’s important to avoid delays and you should therefore request ID documents as soon as possible. How do we find and retrieve the relevant information? You must make a reasonable and proportionate search to respond to a SAR. However, you do not need to conduct searches that are unreasonable or disproportionate to the importance of the information.

ICO — A guide to subject access (updated 16 July 2026) · ico-overview; snapshot-utf8:6326:9377 · Source date: 2026-07-16 · Quote checked: 2026-10-17 · Quote verified in current snapshot

The limits that apply There is a limit to how much we can tell a business to pay when we uphold complaints. We can recommend they pay you more if we think it’s fair, but the business doesn’t have to accept that recommendation. If we think your compensation is over this limit, we’ll contact you about what that means. For cases referred to us on or after 1 April 2026, about 'acts or omissions' – that is, the cause of the complaint – that occurred on or after 1 April 2019, our award limit is £455,000. Different limits apply depending on when the case was brought to us. List of changes to our award limit over time Different limits apply depending on when the case was brought to us: £455,000 for complaints referred to us on or after 1 April 2026 about acts or omissions that occurred on or after 1 April 2019. £445,000 for complaints referred to us on or after 1 April 2025 about acts or omissions that occurred on or after 1 April 2019. £430,000 for complaints referred to us on or after 1 April 2024 about acts or omissions by firms on or after 1 April 2019. £415,000 for complaints referred to us on or after 1 April 2023 and 31 March 2024 about acts or omissions by firms on or after 1 April 2019. £375,000 for complaints referred to us between 1 April 2022 and 31 March 2023 about acts or omissions by firms on or after 1 April 2019. £355,000 for complaints referred to us between 1 April 2020 and 31 March 2022 about acts or omissions by firms on or after 1 April 2019. £350,000 for complaints referred to us between 1 April 2019 and 31 March 2020 about acts or omissions by firms on or after 1 April 2019. £205,000 for complaints referred to us on or after 1 April 2026 about acts or omissions that occurred before 1 April 2019. £200,000 for complaints referred to us on or after 1 April 2025 about acts or omissions that occurred before 1 April 2019. £195,000 for complaints referred to us on or after 1 April 2024 about acts or omissions by firms before 1 April 2019. £190,000 for complaints referred to us between 1 April 2023 and 31 March 2024 about acts or omissions by firms before 1 April 2019. £170,000 for complaints referred to us between 1 April 2022 and 31 March 2023 about acts or omissions by firms before 1 April 2019. £160,000 for complaints referred to us between 1 April 2019 and 31 March 2022 about acts of omissions by firms before 1 April 2019. For complaints referred to us before 1 April 2019, our previous award limit applies: £150,000 for any complaints referred to us before 1 April 2019. How compensation is paid Most of the time, we’ll tell the business to pay compensation directly to you. But there may be exceptions. For example:

Financial Ombudsman Service — Compensation and money-award limits · gb-fos:awards;snapshot-utf8:2905:5662 · Quote checked: 2026-10-18 · Quote verified in current snapshot

We can help if you are a micro-enterprise or small business. We can also help some charities and trusts, and individuals who act as personal guarantors for loans to businesses. We set out below more information about how these are defined. When you contact us, we’ll need some detailed information about your business so we can decide whether we can help. We set out below what you’ll need to tell us. The information provided on this page is a summary of the rules about who can bring a complaint to us. The full rules are set by the industry regulator, the Financial Conduct Authority (FCA), and can be found on the FCA’s website. Types of business we can help About 99% of small businesses in the UK can bring a complaint to the Financial Ombudsman for small businesses. According to the rules that set out who we can help, we can look at complaints from: Micro-enterprises A micro-enterprise is a business which: employs fewer than 10 people, and has annual turnover or a balance sheet that does not exceed €2 million Small businesses A small business is a business which: is not a micro-enterprise has an annual turnover of less than £6.5 million and has a balance sheet total of less than £5 million, or employs fewer than 50 people Small businesses can bring a complaint only about an act or omission by the financial business which occurred on or after 1 April 2019. Read more about time limits that apply. We can also help charities with an annual income of less than £6.5 million and trusts with a net asset value of less than £5 million; and individuals who act as personal guarantors for loans to businesses they're involved in. Common questions we get about eligibility We've listed some of the most common questions we get about eligibility and how we address them: How will you calculate the size of my business? What happens if my business goes temporarily over the threshold? What if my business has a connection with another business? I’m a charity, what are the rules for me? I’m a trust, what are the rules for me? I’m a guarantor for my business loan I’m a public body – can you help me? Can you help clubs, societies and other associations? What if my business too big? How will you calculate the size of my business? In most cases, the relevant point for determining the size of your business is when you complained to the financial business (not when the act you're complaining about happened or when you bring your complaint to us). In calculating the size of your business, we apply articles 3 to 6 of the Annex to the Recommendation 2003/361/EC of the Commission of 6th May 2003 concerning the definition of micro, small and medium-sized enterprises. Annual turnover Annual turnover is the income that a business received during the year in question from the sale of products or the provision of services (or both). The balance sheet total refers to the gross assets of the company. We typically look at the financial statements of the business at the last financial year end. Case study about how we calculated the size of a business Limited Company A complained to us about the way its bank handled its recent loan application. As part of our jurisdiction check we had to consider the balance sheet total of Limited Company A. Its balance sheet as at the last financial year end before the complaint was as follows: Statement of financial position as at 31 March 2020 2020 £000 2019 £000 Fixed assets Property, plant and equipment 2,200 1,930 Current assets Trade receivables and cash 860 960 Gross assets 3,060 2,890 Less creditors falling due in one year 500 400 creditors falling due after one year 2000 1,750 Net assets 560 740 Capital and reserves Issued share capital 30 30 Retained profits 530 710 560 740 We looked at the total assets (or gross assets) figure. This is typically fixed assets plus current assets, which in this case was £3.06 million, so well within our limit of £5 million. As all our other jurisdictional criteria were satisfied, we were able to consider Limited Company A’s complaint. Headcount The headcount includes full-time, part-time, temporary and seasonal staff. It includes employees, owner-managers, partners and directors engaged in a regular activity in the business, but excludes apprentices and employees on maternal or parental leave. The headcount is measured in terms of full-time equivalent (FTE) people. So anyone who worked full-time during the entire year counts as one FTE. Part-time staff, seasonal workers or those who did not work the full year are converted to FTE based on the number of hours they worked. For example, C Ltd has three full-time employees contracted to 40 hours a week. They also have six part-time employees each doing 10 hours a week. The six part-time employee hours added together make up another 1.5 FTE (6x10 hours = 60 hours = 1.5 FTE). So the business employs 4.5 people for the purposes of the headcount calculation. What happens if my business goes temporarily over the threshold? There is a 'two-year' rule that recognises some businesses might exceed the thresholds temporarily during an exceptional year and/or in volatile markets. If a business exceeds a threshold during the year in question, we will consider the size of the business over the two previous years as well. Looking at all three years, we will only consider the business too big if it has exceeded the threshold for two consecutive years. Please note, this rule does not apply where a business exceeds the threshold due to a merger or acquisition as this is not typically temporary. Case study about a business who went over the threshold Limited Company B complained to us in April 2020 that its bank unfairly closed its account without notice. The bank told us that  Limited Company B was too big to complain to us as its annual turnover according to its last audited account as at 31 March 2020 was £7.5 million and this was outside our threshold of £6.5 million. However,  Limited Company B’s financials over the last two preceding years had been as follows: Year Staff headcount  (FTE) Annual turnover Balance sheet total 2019-20 20 £7.5m £1m 2018-19 8 £1.2m £1m 2017-18 7 £1m £0.8m On further investigation, we found that 2019-20 had been an exceptionally good year for  Limited Company B due to a large one-off government order, which had caused both its staff and turnover to grow. In the previous two years, both its number of staff and turnover were much lower and below our threshold. As per the two-year rule, we only consider a business too big if it has exceeded the threshold for two consecutive years but that was not the case here. Therefore, we said that  Limited Company B was able to bring its complaint to us. What if my business has a connection with another business? To work out the relevant size of your business, we will also look to see if you are an 'autonomous enterprise' or if you are connected to other businesses, whether as 'linked enterprises' or 'partner enterprises'. Autonomous enterprise An autonomous enterprise is a business that is separate from the influence or control of any other business. It does not have a holding of 25% or more in any other enterprise; and no enterprise, public body or group of enterprises has a holding of 25% or more in it; and it is not linked to another enterprise through an individual. Linked enterprises Two businesses are linked when they have at least one of the following relationships: One business holds a majority, or is able to exercise sole control over a majority, of the shareholders' or members' voting rights in another. One business is entitled to appoint or remove a majority of the administrative, management or supervisory body of another. A contract between the businesses enables one to exercise a dominant influence over the other. A typical example of linked enterprises is a parent business and a wholly-owned subsidiary. A continuous chain develops through these links. For example, a business will be linked to its parent business, and to that parent’s parent business, as well as to any other subsidiaries of these businesses – if in each case the requirements for a ‘link’ are satisfied. Businesses can also be linked if the same person or people own or control both enterprises. If the two enterprises offer goods or services in the same or an adjacent market, we would treat them as linked. If the two enterprises are offering goods or services in different markets, we would treat them as separate businesses. Partner enterprises Two businesses are partner enterprises when one business holds between 25% and 50% of the shareholding or voting rights in another business. Implications for assessing size If your business is connected to other businesses, the size of your linked or partner enterprises will need to be considered when assessing the relevant size of your business for the purposes of deciding whether you can bring your complaint to us. The size of any linked businesses, and any further businesses linked in continuous chain, will be added to the size of your business. Case study about a business who has a connection with another business Limited Company C is a pharmaceutical company, which brought us its complaint about an insurance claim its insurer had refused to pay. At the time it complained to the insurance company, Limited Company C had an annual turnover of £5 million, 25 full-time employees and total assets of £1.5 million. So, on the face of it, it was a small business under our rules and therefore eligible to complain to us. However, on further investigation we found that Limited Company C had a 70% shareholding in another company, Limited Company D. Because Limited Company C had a majority shareholding in Limited Company D, to arrive at the size criteria for our jurisdictional purposes, we had to add the figures of Limited Company D also. Thus: Limited Company C Limited Company D Total Staff headcount 25 20 45 Turnover £5m £2.5m £7.5m Total assets £1.5m £1m £2.5m As the combined turnover was over £6.5 million, Limited Company C was above the threshold and we were unable to consider its complaint. Please note this also works the other way. So, for example, if another company had a majority shareholding in Limited Company C, then to arrive at the size criteria, we would need to add the staff headcount and financial data of that company also. A proportion of the size of any partner businesses will be added to the size of your business. Case study about a business who has a partnership with another business Limited Company E sells soft drinks, including fizzy drinks and fruit juices. It had recently taken out public liability insurance but was concerned that its policy had been mis-sold by its broker. It asked us to review its complaint. Limited Company E had turnover of £2 million and a balance sheet of £1.8 million. It employed 20 people full time. Limited Company E is in partnership with Limited Company F and has a 40% stake in Limited Company F. Limited Company F employs 40 people full time. It has a turnover of £4 million and a balance sheet of £10 million. So, to calculate the headcount and financial data to assess whether we had jurisdiction to consider the complaint, we needed to add the relevant percentage of data for Limited Company F to that of Limited Company E. So that means: 100% of Limited Company E 40% of Limited Company F Total Staff headcount 20 16 36 Turnover £2m £1.6m £3.6m Total assets £1.8m £4m £5.8m The combined relevant turnover was £3.6m, which was below the threshold of £6.5m. So that condition was satisfied. We then needed to check whether at least one of either the staff headcount or the balance sheet total was below our threshold. The data showed that though the total assets were above £5m, the headcount was below 50, so the headcount threshold was also satisfied. This meant Limited Company E was eligible to bring its complaint to us. These calculations are not always straightforward, so please contact us if in any doubt. I’m a charity, what are the rules for me? You can bring your complaint to us if your annual income was less than £6.5 million at the time you complained to the financial business. If your complaint relates to an act or omission by a financial business which occurred before 1 April 2019, your annual income must have been less than £1 million. Case study about a charity who brought their complaint to us Charity G complained about the time it took its bank to change its mandate. At that time, it had 80 staff, £6 million total assets and an annual income of £5 million. The charity was able to bring its complaint to us. This is because its annual income was below our threshold of £6.5 million. Unlike the size criteria for SMEs, the total assets and the staff headcount is irrelevant to consider the eligibility of a charity. I’m a trust, what are the rules for me? You can bring your complaint to us if the Trust’s net asset value was less than £5 million at the time you complained to the financial business. If your complaint relates to an act or omission by a financial business which occurred before 1 April 2019, the Trust’s net asset value must have been less than £1 million. Case study about a trust who brought their complaint to us The trustees of Trust H complained to us about an administrative error by the trust’s bank in September 2018. The trustees complained to the bank about this matter in July 2019 before bringing the complaint to us. At the time they complained to the bank, the trust’s total assets were £6 million, its net assets were £4 million and its annual income was £600,000. Our jurisdictional threshold for trusts relates to net asset value – not gross assets (as in the case of small businesses) or annual income. The net assets of Trust H at the time it complained to the bank were £4 million. However, the trustees’ complaint was about something that happened before 1 April 2019. This is important as the threshold for our jurisdiction to consider complaints from trusts is different for events after 1 April 2019 from events before. Although our size threshold for trusts is now £5 million, this relates to complaints about events after 1 April 2019. For complaints about events before to 1 April 2019, the threshold is £1 million. Therefore, Trust H was too large at the time the events took place and we could not consider its complaint. Deciding when the event being complained about actually occurred isn’t always straightforward. So if in doubt please contact us. I’m a guarantor for my business loan You may be able to bring your complaint to us if your business is a micro-enterprise or small business. However, for a guarantee or security you gave personally for your business (for example not one business guaranteeing the loan of another business), you can only bring your complaint to us if it was given on or after 1 April 2019. If you have given a guarantee for a loan which relates to another individual or someone else’s business, please see our information about guarantor loans. Case study about a guarantor for a business loan Helen was one of the directors of Limited Company I. In June 2019, the company needed to borrow some money from the bank and Helen signed a guarantee as security for the company’s loan. Within six months, the company ran into financial difficulties and couldn’t repay the loan. The bank demanded  that Helen repay it under her guarantee. She complained that the bank hadn’t acted fairly. The guarantee agreement in this case was entered on 10 June 2019, which was after the rules changed on 1 April 2019 to include guarantees given regarding loans to a business by a director or shareholder of that business. So we were able to consider Helen’s complaint. I’m a public body – can you help me? A public body exercising its duties to deliver a public service isn’t a micro-enterprise or small business. It also wouldn’t usually be a charity. However, there are occasions where we may be able to consider your complaint (subject to the relevant size limits), for example where you are a separate business set up by a public body to engage in regular economic activity, or where your complaint derives from your actions as a charitable trustee. Case study about a public body who brought their complaint to us Parish Council J complained to us that its insurer unfairly rejected its claim regarding its employment insurance cover. We concluded that, as a public body exercising its duties to deliver a public service, the council wasn’t a micro-enterprise or small business. And there were no other categories of eligible complainant under our current rules that could apply to it. So, we were unable to consider its complaint. This does not mean that a parish council could never fulfil the relevant criteria, in particular where it is engaged in economic activity. We consider jurisdiction in each case based on the individual facts and circumstances. So, if in doubt, please contact us. Can you help clubs, societies and other associations? You can only bring your complaint to us if you meet one of the criteria set out in our rules – for example as an eligible micro-enterprise, small business, charity or trust. However, many clubs, societies and associations may satisfy these criteria. Please contact us to see if we can consider your complaint. To make our assessment, we may ask for some detailed information – including, where available, a copy of your governing documents. Case study about a club who brought their complaint to us Golf Club K made two bank transfers to a scammer who it mistakenly believed to be its supplier. It was unhappy that its bank refused to refund the money. The bank said that the club didn’t fall into any of the categories of eligible complainant under our rules (this is explained in full in the FCA handbook at DISP 2.7.3R), so we could not consider its complaint. Clubs and societies usually take the form of unincorporated associations. However, to bring a complaint to us they need to meet one of the criteria set out in DISP 2.7.3R. An unincorporated association won’t be a consumer as, by definition, it won’t be an individual.  And whether it meets any of the other criteria will depend on its purpose and constitution. To consider this, we may need to look at a copy of its governing documents. In the case of Golf Club K we reviewed the club’s governing documents and looked closely at what the club did. The club offered membership to the public on payment of an annual fee. The membership came with a set of benefits. In addition, the club offered merchandise to its members and the public for sale. It also let its premises for business meetings and weddings. We concluded that the club was clearly carrying out economic activities and therefore was eligible to bring its complaint to us as a micro-enterprise or small business, depending on its size. In this instance it was small enough to be considered a micro-enterprise. Cymraeg About us Eligibility checker How to complain Press office Subscribe to our newsletter Careers

Financial Ombudsman Service for small businesses — Who we can help · gb-fos:eligible-businesses;snapshot-utf8:1705:21135 · Quote checked: 2026-10-18 · Quote verified in current snapshot

We’ll keep you updated about your case while we’re looking into things, and you can get in touch with us at any point if you have any questions. Telling you what we think When we’ve reviewed everything both sides have told us, we’ll let you know whether we think the business you’ve complained about treated you fairly or not. We’ll always explain the reasons behind our view. If we think the business treated you unfairly, we’ll say what they need to do to put things right. Both sides have a chance to agree or disagree with what we’ve recommended. At this point, if both sides agree with what we’ve said, the matter is settled. Most of the cases we see are resolved at this stage. If you disagree with what we said – and have more information that you think will change our view – let us know. We may change our view, or it might stay the same – we’ll tell you why either way. Taking your complaint further If you or the financial business you’ve complained about don’t want to accept what we’ve said, either side can ask for the case to be referred to an ombudsman. The ombudsman will then look at all the details of your complaint, and make a final decision. If you accept the ombudsman’s decision, the business you’ve complained about has to do what the ombudsman has told them to. This might, for example, include the financial business paying your business compensation. If you don’t want to accept the ombudsman’s decision, you don’t have to. But it does mean our involvement has come to an end and the the final decision will not be binding. You can still take your complaint to court. Because the courts take a different approach, their answer might be different to ours.

Financial Ombudsman Service for small businesses — What to expect · gb-fos:final-decision;snapshot-utf8:4066:5802 · Quote checked: 2026-10-18 · Quote verified in current snapshot

We’re the Financial Ombudsman Service. Since we were set up by Parliament in 2001, we’ve settled millions of disputes between consumers and financial service providers – including banks, insurers and lenders. If you can’t sort things out directly with a financial business, we can help. We’ll look at what happened, give you an answer and ask the business to put things right if we think you’ve been treated unfairly. If you need information in another format or language, see our accessibility services . Image ## Free You don’t need to pay to bring a complaint to us. We’re informal and easy to use. ## Fair We listen to both sides of the story. Then weigh up the facts and check the rules to see if you’ve been treated fairly. ## Final When we finish our investigation, we’ll give you an answer. If it’s just a misunderstanding or you haven't lost out, we’ll explain why. If we think you lost out, we’ll ask the business to put it right. For example, by refunding charges or reinstating your policy. Image ## Complaints we can help with We can help with complaints about most financial products and services provided in or from the UK, including things like: * banking and payments * fraud and scams * insurance * credit and borrowing money * investments * mortgages See all complaints we can help with   ## Case studies Here are some examples of the cases people bring to us. Use the links below to see what we looked at and how we resolved them. Brian came to us after losing £7,000 to a text scam Brian's bank refused to refund him the £7,000 stolen from his account when he was duped by a text message in a sophisticated fraud. Melanie was unhappy after missing out on a current account switch offer Melanie felt she hadn't been given enough time to meet the conditions of a current account switch offer and was unhappy when she didn't receive the reward. Josephine complained that her lender gave her a loan she couldn't afford Josephine felt the lender's affordability checks should have shown she was vulnerable and would have difficulty paying the loan back. Frank disagreed with his insurer when it didn't cover all the damage to his car After an accident, Frank believed his insurer should pay for repairs to his car's engine. But the insurer said the damage had already been there before the accident happened. Image ## Get an answer to a complaint To bring your complaint to us: 1. You’ll need to contact the financial business first and give them a chance to sort things out. 2. If they don’t reply, or you’re unhappy with their final response to your complaint, we may be able to help. 3. Making a complaint to us easy. You can do it online – by filling in the form, explaining what happened in your own words and uploading the business’ final response – or over the phone. Bring a complaint 

Financial Ombudsman Service — Free, fair, final · gb-fos:free-first;snapshot-utf8:247:3138 · Quote checked: 2026-10-18 · Quote verified in current snapshot

DISP INTRO 1.1 19/11/2025 This part of the FCA Handbook sets out how complaints are to be dealt with by respondents (firms , payment service providers , electronic money issuers , CBTL firms , designated credit reference agencies , designated finance platforms and VJ participants ) and the Financial Ombudsman Service . It refers to relevant provisions in the Act and in transitional provisions made by the Treasury under the Act . It includes rules and directions made by the FCA and rules made (and standard terms set) by FOS Ltd with the consent or approval of the FCA . DISP INTRO 1.2 19/11/2025 The powers to make rules and directions (or set standard terms ) relating to firms , payment service providers , electronic money issuers , CBTL firms , designated credit reference agencies , designated finance platforms and VJ participants derive from various legislative provisions; but the rules (and standard terms ) have been co-ordinated to ensure that they are identical, wherever possible. DISP INTRO 1.3 19/11/2025 Chapter 1: Treating complainants fairly DISP 1 contains rules and guidance on how respondents should deal with complaints promptly and fairly, including complaints that could be referred to the FOS . DISP INTRO 1.4 19/11/2025 Chapters 2 - 4: The Financial Ombudsman Service Chapters 2, 3 and 4 set out how the Financial Ombudsman Service (operated by FOS Ltd ) considers unresolved complaints . Chapter 2 sets out the scope of the Financial Ombudsman Service's two jurisdictions: * • the Compulsory Jurisdiction ; and * • the Voluntary Jurisdiction . The scope of the two jurisdictions is defined by: the type of activity to which the complaint relates; the place where the activity took place; the eligibility of the complainant; and the time limits for referring a complaint to the Financial Ombudsman Service . Chapter 3 sets out the procedures of the Financial Ombudsman Service , including consideration and determination of complaints and how the Financial Ombudsman Service deals with information received. Chapter 4 sets out the terms under which VJ participants participate in the Voluntary Jurisdiction .

FCA Handbook DISP INTRO 1 — Financial Ombudsman Service · gb-fos:mandate;snapshot-utf8:2401:4560 · Quote checked: 2026-10-18 · Quote verified in current snapshot

How long you have to complain to a financial business You usually need to complain to a financial business or to us within six years of the problem you’re complaining about. If you haven’t done this, we can’t usually investigate the complaint unless you make your complaint within three years of becoming aware (or when you should reasonably have become aware) that you had cause to complain. Time limits for a financial business to reply A financial business has 15 days to consider complaints about: payment services – such as bank transfers or direct debits electronic money – for example, online money transfers For most other complaints, the financial business has 8 weeks to consider a complaint. Before these time limits have passed, they should send you their final response. What the final response should say The final response should mention that you have the right to refer your complaint to us in the next six months. If the final response doesn't mention the 6 months time limit, then the response isn’t valid and you can still complain to us after that. The final response also needs to state whether the financial business agrees to us looking into the complaint if it’s referred to us after the 6 months time limit runs out. If a business says they agree, they can’t change their mind later on. How long you have to complain to us after receiving the final response You have six months from the date of the financial business’s final response letter to refer your complaint to us. If you complain later than this, we usually won’t be able to help unless: the delay is due to exceptional circumstances the financial business didn’t send a valid final response the financial business agrees to us being involved after the six month time limit If the financial business doesn’t agree to us investigating a late complaint, we'll look into what's happened and decide if we agree the complaint is out of time. How to calculate when the six-month time limit ends This six-month deadline starts from the date the financial business sends the final response. We then use calendar months to work out the end date. So if they sent a final response on 7 May, you have until 7 November to refer the complaint to us. If they sent a final response on 30 August then you have until 28 February to complain to us – since it’s not possible to have an end date of 30 February.

Financial Ombudsman Service for small businesses — Time limits · gb-fos:referral-time;snapshot-utf8:1990:4417 · Quote checked: 2026-10-18 · Quote verified in current snapshot

DISP 1.5.1 30/06/2016 R The following rules do not apply to a complaint that is resolved by a respondent by close of business on the third business day following the day on which it is received: (1) the complaints time limit rules ; and (2) the complaints forwarding rules . (3) [deleted] (4) [deleted] (5) [deleted] DISP 1.5.2 30/06/2016 G Complaints falling within this section are still subject to the complaints resolution rules . When a complaint is resolved DISP 1.5.2A 30/06/2016 R A complaint is resolved where the complainant has indicated acceptance of a response from the respondent , with neither the response nor acceptance having to be in writing. Summary resolution communication DISP 1.5.4 30/06/2016 R Where the respondent considers a complaint to be resolved under this section, the respondent must promptly send the complainant a ‘summary resolution communication’, being a written communication from the respondent which: (1) refers to the fact that the complainant has made a complaint and informs the complainant that the respondent now considers the complaint to have been resolved; (2) tells the complainant that if he subsequently decides that he is dissatisfied with the resolution of the complaint he may be able to refer the complaint to the Financial Ombudsman Service ; (3) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2R or DISP 2.8.7R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R ; (4) provides the website address of the Financial Ombudsman Service ; and (5) refers to the availability of further information on the website of the Financial Ombudsman Service . [ Note : article 13 of the ADR Directive ] DISP 1.5.5 30/06/2016 G The information regarding the Financial Ombudsman Service required to be provided in a summary resolution communication should be set out clearly, comprehensibly, in an easily accessible way and prominently, within the text of those responses. DISP 1.5.5A 01/04/2018 G A respondent may, where relevant, in a summary resolution communication ( DISP 1.5.4R ) refer to the availability of the Pensions Ombudsman , in addition to the Financial Ombudsman Service , by including the wording set out in DISP 1 Annex 4G . DISP 1.5.6 30/06/2016 G In addition to sending a complainant a summary resolution communication , a respondent may also use other methods to communicate the information referred to in DISP 1.5.4R(1) to (5) where– (1) the respondent considers that doing so may better meet the complainant’s needs; or (2) the complainant and respondent have already been using another method to communicate about the complaint . DISP 1.5.7 30/06/2016 G An example of DISP 1.5.6G(1) may be where a respondent is aware that a complainant is visually impaired. An example of DISP 1.5.6G(2) may be where a respondent has been communicating with a complainant about a complaint by telephone.

FCA Handbook DISP 1.5 — Complaints resolved by third business day · text-char:1675:4661 · Quote checked: 2026-10-17

DISP 1.6.1 01/06/2026 R On receipt of a complaint , a respondent must: (1) send the complainant a prompt written acknowledgement providing: (a) early reassurance that it has received the complaint and is dealing with it; and (b) a statement explaining that the respondent will send: (i) in the case of an EMD complaint or a PSD complaint : (A) a final response within 15 business days of its receipt of the complaint , in accordance with DISP 1.6.2AR(1) ; or (B) in exceptional circumstances, a holding response within 15 business days of its receipt of the complaint and a final response within 35 business days of its receipt of the complaint , in accordance with DISP 1.6.2AR(2) ; or (ii) in the case of any other complaint , a written response within 8 weeks of its receipt of the complaint , that being either a final response in accordance with DISP 1.6.2R(1) or a written response in accordance with DISP 1.6.2R(2) ; and (2) ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution. DISP 1.6.1A 13/01/2018 G To the extent that a complaint is in part an EMD complaint or a PSD complaint and the respondent has chosen to deal with it in parts, keeping the complainant informed of progress includes informing the complainant that this is the approach that the respondent will take. DISP 1.6.1B 01/06/2026 G Where the complaint is due to be dealt with through the Lloyd’s complaint procedures , and consistently with DISP 1.1.7R , the respondent will be able to satisfy the requirement at DISP 1.6.1R(1)(b) by including information about the timelines applicable under the Lloyd’s complaint procedures . Final or other response within eight weeks DISP 1.6.2 12/07/2019 R Subject to DISP 1.6.2AR , the respondent must, by the end of eight weeks after its receipt of the complaint , send the complainant: (1) a 'final response', being a written response from the respondent which: (a) accepts the complaint and, where appropriate, offers redress or remedial action; or (b) offers redress or remedial action without accepting the complaint ; or (c) rejects the complaint and gives reasons for doing so; and which: (d) encloses a copy of the Financial Ombudsman Service's standard explanatory leaflet; (da) provides the website address of the Financial Ombudsman Service ; (e) informs the complainant that if he remains dissatisfied with the respondent's response, he may now refer his complaint to the Financial Ombudsman Service ; and (f) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R ; or [ Note: respondents are reminded of their obligations under regulation 19 of the ADR Regulations , which requires respondents to provide equivalent messaging in respect of the time limit in DISP 2.8.9R (Payment protection insurance complaints)] (2) a written response which: (a) explains why it is not in a position to make a final response and indicates when it expects to be able to provide one; (b) informs the complainant that he may now refer the complaint to the Financial Ombudsman Service ; (ba) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) if it becomes apparent that the complaint has been made or is referred outside those time limits; (c) encloses a copy of the Financial Ombudsman Service standard explanatory leaflet; and (d) provides the website address of the Financial Ombudsman Service . [ Note: article 13 of the ADR Directive ] EMD and PSD Complaints DISP 1.6.2A 13/01/2018 R Where a complaint is an EMD complaint or a PSD complaint , the respondent must: (1) send a final response to the complainant by the end of 15 business days after the day on which it received the complaint ; or (2) in exceptional circumstances, if a final response cannot be given in accordance with paragraph (1) for reasons beyond the control of the respondent : (a) send a holding response to the complainant by the end of 15 business days after the day on which it received the complaint, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which it will send the final response ; and (b) send a final response to the complainant by the end of 35 business days after the day on which it received the complaint . A final response sent under (1) or (2) above must be on paper, or if agreed between the respondent and the complainant, on another durable medium . [ Note: article 101 of the Payment Services Directive ] DISP 1.6.2B 13/01/2018 R Where only part of a complaint is an EMD complaint or a PSD complaint , that part must be treated in accordance with DISP 1.6.2AR . DISP 1.6.2C 13/01/2018 R As the time limits in DISP 1.6.2AR are shorter than those in DISP 1.6.2R a respondent may choose to treat the whole complaint in accordance with DISP 1.6.2AR (see also DISP 2.8AR ). Complainant's written acceptance DISP 1.6.4 10/12/2024 R DISP 1.6.2 R does not apply if the complainant has already indicated in writing acceptance of a response by the respondent , provided that the response: (1) informed the complainant how to pursue his complaint with the respondent if he remains dissatisfied; (2) referred to the ultimate availability of the Financial Ombudsman Service if he remains dissatisfied with the respondent's response; (3) enclosed a copy of the Financial Ombudsman Service standard explanatory leaflet; (4) provided the website address of the Financial Ombudsman Service ; and (5) indicated whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3 R . DISP 1.6.4A 13/01/2018 G DISP 1.6.4R does not affect the requirements imposed by DISP 1.6.2AR . Where a complaint is an EMD complaint or a PSD complaint and DISP 1.6.2AR applies a final response must always be sent unless DISP 1.5.1R applies. DISP 1.6.6A 13/01/2018 G The information regarding the Financial Ombudsman Service , required to be provided in responses sent under the complaints time limit rules ( DISP 1.6.2 R , DISP 1.6.2AR and DISP 1.6.4 R ), should be set out clearly, comprehensibly, in an easily accessible way and prominently within the text of those responses. [ Note: article 13 of the ADR Directive ] DISP 1.6.6B 01/04/2018 G A respondent may, where relevant, in a response sent under the complaints time limits rules ( DISP 1.6.2R and DISP 1.6.4R ) refer to the availability of the Pensions Ombudsman , in addition to the Financial Ombudsman Service , by including the wording set out in DISP 1 Annex 4G . Speed and quality of response DISP 1.6.7 01/07/2012 G It is expected that within eight weeks of their receipt, almost all complaints to a respondent will have been substantively addressed by it through a final response or response as described in DISP 1.6.4 R . DISP 1.6.8 01/04/2013 G When assessing a respondent's response to a complaint , the FCA may have regard to a number of factors, including, the quality of response, as against the complaints resolution rules , as well as the speed with which it was made.

FCA Handbook DISP 1.6 — Complaints time limit rules · text-char:1574:9027 · Quote checked: 2026-10-17

DISP 1.5.1 30/06/2016 R The following rules do not apply to a complaint that is resolved by a respondent by close of business on the third business day following the day on which it is received: (1) the complaints time limit rules ; and (2) the complaints forwarding rules . (3) [deleted] (4) [deleted] (5) [deleted] DISP 1.5.2 30/06/2016 G Complaints falling within this section are still subject to the complaints resolution rules . When a complaint is resolved DISP 1.5.2A 30/06/2016 R A complaint is resolved where the complainant has indicated acceptance of a response from the respondent , with neither the response nor acceptance having to be in writing. Summary resolution communication DISP 1.5.4 30/06/2016 R Where the respondent considers a complaint to be resolved under this section, the respondent must promptly send the complainant a ‘summary resolution communication’, being a written communication from the respondent which: (1) refers to the fact that the complainant has made a complaint and informs the complainant that the respondent now considers the complaint to have been resolved; (2) tells the complainant that if he subsequently decides that he is dissatisfied with the resolution of the complaint he may be able to refer the complaint to the Financial Ombudsman Service ; (3) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2R or DISP 2.8.7R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R ; (4) provides the website address of the Financial Ombudsman Service ; and (5) refers to the availability of further information on the website of the Financial Ombudsman Service . [ Note : article 13 of the ADR Directive ] DISP 1.5.5 30/06/2016 G The information regarding the Financial Ombudsman Service required to be provided in a summary resolution communication should be set out clearly, comprehensibly, in an easily accessible way and prominently, within the text of those responses. DISP 1.5.5A 01/04/2018 G A respondent may, where relevant, in a summary resolution communication ( DISP 1.5.4R ) refer to the availability of the Pensions Ombudsman , in addition to the Financial Ombudsman Service , by including the wording set out in DISP 1 Annex 4G . DISP 1.5.6 30/06/2016 G In addition to sending a complainant a summary resolution communication , a respondent may also use other methods to communicate the information referred to in DISP 1.5.4R(1) to (5) where– (1) the respondent considers that doing so may better meet the complainant’s needs; or (2) the complainant and respondent have already been using another method to communicate about the complaint . DISP 1.5.7 30/06/2016 G An example of DISP 1.5.6G(1) may be where a respondent is aware that a complainant is visually impaired. An example of DISP 1.5.6G(2) may be where a respondent has been communicating with a complainant about a complaint by telephone.

FCA Handbook DISP 1.5 — Complaints resolved by third business day · text-char:1675:4661 · Quote checked: 2026-10-17

DISP 1.6.1 01/06/2026 R On receipt of a complaint , a respondent must: (1) send the complainant a prompt written acknowledgement providing: (a) early reassurance that it has received the complaint and is dealing with it; and (b) a statement explaining that the respondent will send: (i) in the case of an EMD complaint or a PSD complaint : (A) a final response within 15 business days of its receipt of the complaint , in accordance with DISP 1.6.2AR(1) ; or (B) in exceptional circumstances, a holding response within 15 business days of its receipt of the complaint and a final response within 35 business days of its receipt of the complaint , in accordance with DISP 1.6.2AR(2) ; or (ii) in the case of any other complaint , a written response within 8 weeks of its receipt of the complaint , that being either a final response in accordance with DISP 1.6.2R(1) or a written response in accordance with DISP 1.6.2R(2) ; and (2) ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution. DISP 1.6.1A 13/01/2018 G To the extent that a complaint is in part an EMD complaint or a PSD complaint and the respondent has chosen to deal with it in parts, keeping the complainant informed of progress includes informing the complainant that this is the approach that the respondent will take. DISP 1.6.1B 01/06/2026 G Where the complaint is due to be dealt with through the Lloyd’s complaint procedures , and consistently with DISP 1.1.7R , the respondent will be able to satisfy the requirement at DISP 1.6.1R(1)(b) by including information about the timelines applicable under the Lloyd’s complaint procedures . Final or other response within eight weeks DISP 1.6.2 12/07/2019 R Subject to DISP 1.6.2AR , the respondent must, by the end of eight weeks after its receipt of the complaint , send the complainant: (1) a 'final response', being a written response from the respondent which: (a) accepts the complaint and, where appropriate, offers redress or remedial action; or (b) offers redress or remedial action without accepting the complaint ; or (c) rejects the complaint and gives reasons for doing so; and which: (d) encloses a copy of the Financial Ombudsman Service's standard explanatory leaflet; (da) provides the website address of the Financial Ombudsman Service ; (e) informs the complainant that if he remains dissatisfied with the respondent's response, he may now refer his complaint to the Financial Ombudsman Service ; and (f) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R ; or [ Note: respondents are reminded of their obligations under regulation 19 of the ADR Regulations , which requires respondents to provide equivalent messaging in respect of the time limit in DISP 2.8.9R (Payment protection insurance complaints)] (2) a written response which: (a) explains why it is not in a position to make a final response and indicates when it expects to be able to provide one; (b) informs the complainant that he may now refer the complaint to the Financial Ombudsman Service ; (ba) indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) if it becomes apparent that the complaint has been made or is referred outside those time limits; (c) encloses a copy of the Financial Ombudsman Service standard explanatory leaflet; and (d) provides the website address of the Financial Ombudsman Service . [ Note: article 13 of the ADR Directive ] EMD and PSD Complaints DISP 1.6.2A 13/01/2018 R Where a complaint is an EMD complaint or a PSD complaint , the respondent must: (1) send a final response to the complainant by the end of 15 business days after the day on which it received the complaint ; or (2) in exceptional circumstances, if a final response cannot be given in accordance with paragraph (1) for reasons beyond the control of the respondent : (a) send a holding response to the complainant by the end of 15 business days after the day on which it received the complaint, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which it will send the final response ; and (b) send a final response to the complainant by the end of 35 business days after the day on which it received the complaint . A final response sent under (1) or (2) above must be on paper, or if agreed between the respondent and the complainant, on another durable medium . [ Note: article 101 of the Payment Services Directive ] DISP 1.6.2B 13/01/2018 R Where only part of a complaint is an EMD complaint or a PSD complaint , that part must be treated in accordance with DISP 1.6.2AR . DISP 1.6.2C 13/01/2018 R As the time limits in DISP 1.6.2AR are shorter than those in DISP 1.6.2R a respondent may choose to treat the whole complaint in accordance with DISP 1.6.2AR (see also DISP 2.8AR ). Complainant's written acceptance DISP 1.6.4 10/12/2024 R DISP 1.6.2 R does not apply if the complainant has already indicated in writing acceptance of a response by the respondent , provided that the response: (1) informed the complainant how to pursue his complaint with the respondent if he remains dissatisfied; (2) referred to the ultimate availability of the Financial Ombudsman Service if he remains dissatisfied with the respondent's response; (3) enclosed a copy of the Financial Ombudsman Service standard explanatory leaflet; (4) provided the website address of the Financial Ombudsman Service ; and (5) indicated whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2 R or DISP 2.8.7 R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3 R . DISP 1.6.4A 13/01/2018 G DISP 1.6.4R does not affect the requirements imposed by DISP 1.6.2AR . Where a complaint is an EMD complaint or a PSD complaint and DISP 1.6.2AR applies a final response must always be sent unless DISP 1.5.1R applies. DISP 1.6.6A 13/01/2018 G The information regarding the Financial Ombudsman Service , required to be provided in responses sent under the complaints time limit rules ( DISP 1.6.2 R , DISP 1.6.2AR and DISP 1.6.4 R ), should be set out clearly, comprehensibly, in an easily accessible way and prominently within the text of those responses. [ Note: article 13 of the ADR Directive ] DISP 1.6.6B 01/04/2018 G A respondent may, where relevant, in a response sent under the complaints time limits rules ( DISP 1.6.2R and DISP 1.6.4R ) refer to the availability of the Pensions Ombudsman , in addition to the Financial Ombudsman Service , by including the wording set out in DISP 1 Annex 4G . Speed and quality of response DISP 1.6.7 01/07/2012 G It is expected that within eight weeks of their receipt, almost all complaints to a respondent will have been substantively addressed by it through a final response or response as described in DISP 1.6.4 R . DISP 1.6.8 01/04/2013 G When assessing a respondent's response to a complaint , the FCA may have regard to a number of factors, including, the quality of response, as against the complaints resolution rules , as well as the speed with which it was made.

FCA Handbook DISP 1.6 — Complaints time limit rules · text-char:1574:9027 · Quote checked: 2026-10-17

Article 1 Subject-matter and objectives 1. This Regulation lays down rules relating to the protection of natural persons with regard to the processing of personal data and rules relating to the free movement of personal data. 2. This Regulation protects fundamental rights and freedoms of natural persons and in particular their right to the protection of personal data. 3. The free movement of personal data within the Union shall be neither restricted nor prohibited for reasons connected with the protection of natural persons with regard to the processing of personal data. Article 2 Material scope 1. This Regulation applies to the processing of personal data wholly or partly by automated means and to the processing other than by automated means of personal data which form part of a filing system or are intended to form part of a filing system. 2. This Regulation does not apply to the processing of personal data: (a) in the course of an activity which falls outside the scope of Union law; (b) by the Member States when carrying out activities which fall within the scope of Chapter 2 of Title V of the TEU; (c) by a natural person in the course of a purely personal or household activity; (d) by competent authorities for the purposes of the prevention, investigation, detection or prosecution of criminal offences or the execution of criminal penalties, including the safeguarding against and the prevention of threats to public security. 3. For the processing of personal data by the Union institutions, bodies, offices and agencies, Regulation (EC) No 45/2001 applies. Regulation (EC) No 45/2001 and other Union legal acts applicable to such processing of personal data shall be adapted to the principles and rules of this Regulation in accordance with Article 98. 4. This Regulation shall be without prejudice to the application of Directive 2000/31/EC, in particular of the liability rules of intermediary service providers in Articles 12 to 15 of that Directive. Article 3 Territorial scope 1. This Regulation applies to the processing of personal data in the context of the activities of an establishment of a controller or a processor in the Union, regardless of whether the processing takes place in the Union or not. 2. This Regulation applies to the processing of personal data of data subjects who are in the Union by a controller or processor not established in the Union, where the processing activities are related to: (a) the offering of goods or services, irrespective of whether a payment of the data subject is required, to such data subjects in the Union; or (b) the monitoring of their behaviour as far as their behaviour takes place within the Union. 3. This Regulation applies to the processing of personal data by a controller not established in the Union, but in a place where Member State law applies by virtue of public international law.

GDPR current consolidated addressed Articles1–3,12,15,23 · gdpr-addressed; snapshot-utf8:0:2910 · Source date: 2016-05-04 · Quote checked: 2026-10-17 · Quote verified in current snapshot

Article 12 Transparent information, communication and modalities for the exercise of the rights of the data subject 1. The controller shall take appropriate measures to provide any information referred to in Articles 13 and 14 and any communication under Articles 15 to 22 and 34 relating to processing to the data subject in a concise, transparent, intelligible and easily accessible form, using clear and plain language, in particular for any information addressed specifically to a child. The information shall be provided in writing, or by other means, including, where appropriate, by electronic means. When requested by the data subject, the information may be provided orally, provided that the identity of the data subject is proven by other means. 2. The controller shall facilitate the exercise of data subject rights under Articles 15 to 22. In the cases referred to in Article 11(2), the controller shall not refuse to act on the request of the data subject for exercising his or her rights under Articles 15 to 22, unless the controller demonstrates that it is not in a position to identify the data subject. 3. The controller shall provide information on action taken on a request under Articles 15 to 22 to the data subject without undue delay and in any event within one month of receipt of the request. That period may be extended by two further months where necessary, taking into account the complexity and number of the requests. The controller shall inform the data subject of any such extension within one month of receipt of the request, together with the reasons for the delay. Where the data subject makes the request by electronic form means, the information shall be provided by electronic means where possible, unless otherwise requested by the data subject. 4. If the controller does not take action on the request of the data subject, the controller shall inform the data subject without delay and at the latest within one month of receipt of the request of the reasons for not taking action and on the possibility of lodging a complaint with a supervisory authority and seeking a judicial remedy. 5. Information provided under Articles 13 and 14 and any communication and any actions taken under Articles 15 to 22 and 34 shall be provided free of charge. Where requests from a data subject are manifestly unfounded or excessive, in particular because of their repetitive character, the controller may either: (a) charge a reasonable fee taking into account the administrative costs of providing the information or communication or taking the action requested; or (b) refuse to act on the request. The controller shall bear the burden of demonstrating the manifestly unfounded or excessive character of the request. 6. Without prejudice to Article 11, where the controller has reasonable doubts concerning the identity of the natural person making the request referred to in Articles 15 to 21, the controller may request the provision of additional information necessary to confirm the identity of the data subject. 7. The information to be provided to data subjects pursuant to Articles 13 and 14 may be provided in combination with standardised icons in order to give in an easily visible, intelligible and clearly legible manner a meaningful overview of the intended processing. Where the icons are presented electronically they shall be machine-readable. 8. The Commission shall be empowered to adopt delegated acts in accordance with Article 92 for the purpose of determining the information to be presented by the icons and the procedures for providing standardised icons.

GDPR current consolidated addressed Articles1–3,12,15,23 · gdpr-addressed; snapshot-utf8:2913:6540 · Source date: 2016-05-04 · Quote checked: 2026-10-17 · Quote verified in current snapshot

Article 15 Right of access by the data subject 1. The data subject shall have the right to obtain from the controller confirmation as to whether or not personal data concerning him or her are being processed, and, where that is the case, access to the personal data and the following information: (a) the purposes of the processing; (b) the categories of personal data concerned; (c) the recipients or categories of recipient to whom the personal data have been or will be disclosed, in particular recipients in third countries or international organisations; (d) where possible, the envisaged period for which the personal data will be stored, or, if not possible, the criteria used to determine that period; (e) the existence of the right to request from the controller rectification or erasure of personal data or restriction of processing of personal data concerning the data subject or to object to such processing; (f) the right to lodge a complaint with a supervisory authority; (g) where the personal data are not collected from the data subject, any available information as to their source; (h) the existence of automated decision-making, including profiling, referred to in Article 22(1) and (4) and, at least in those cases, meaningful information about the logic involved, as well as the significance and the envisaged consequences of such processing for the data subject. 2. Where personal data are transferred to a third country or to an international organisation, the data subject shall have the right to be informed of the appropriate safeguards pursuant to Article 46 relating to the transfer. 3. The controller shall provide a copy of the personal data undergoing processing. For any further copies requested by the data subject, the controller may charge a reasonable fee based on administrative costs. Where the data subject makes the request by electronic means, and unless otherwise requested by the data subject, the information shall be provided in a commonly used electronic form. 4. The right to obtain a copy referred to in paragraph 3 shall not adversely affect the rights and freedoms of others.

GDPR current consolidated addressed Articles1–3,12,15,23 · gdpr-addressed; snapshot-utf8:6543:8688 · Source date: 2016-05-04 · Quote checked: 2026-10-17 · Quote verified in current snapshot

Article 23 Restrictions 1. Union or Member State law to which the data controller or processor is subject may restrict by way of a legislative measure the scope of the obligations and rights provided for in Articles 12 to 22 and Article 34, as well as Article 5 in so far as its provisions correspond to the rights and obligations provided for in Articles 12 to 22, when such a restriction respects the essence of the fundamental rights and freedoms and is a necessary and proportionate measure in a democratic society to safeguard: (a) national security; (b) defence; (c) public security; (d) the prevention, investigation, detection or prosecution of criminal offences or the execution of criminal penalties, including the safeguarding against and the prevention of threats to public security; (e) other important objectives of general public interest of the Union or of a Member State, in particular an important economic or financial interest of the Union or of a Member State, including monetary, budgetary and taxation a matters, public health and social security; (f) the protection of judicial independence and judicial proceedings; (g) the prevention, investigation, detection and prosecution of breaches of ethics for regulated professions; (h) a monitoring, inspection or regulatory function connected, even occasionally, to the exercise of official authority in the cases referred to in points (a) to (e) and (g); (i) the protection of the data subject or the rights and freedoms of others; (j) the enforcement of civil law claims. 2. In particular, any legislative measure referred to in paragraph 1 shall contain specific provisions at least, where relevant, as to: (a) the purposes of the processing or categories of processing; (b) the categories of personal data; (c) the scope of the restrictions introduced; (d) the safeguards to prevent abuse or unlawful access or transfer; (e) the specification of the controller or categories of controllers; (f) the storage periods and the applicable safeguards taking into account the nature, scope and purposes of the processing or categories of processing; (g) the risks to the rights and freedoms of data subjects; and (h) the right of data subjects to be informed about the restriction, unless that may be prejudicial to the purpose of the restriction.

GDPR current consolidated addressed Articles1–3,12,15,23 · gdpr-addressed; snapshot-utf8:8691:11048 · Source date: 2016-05-04 · Quote checked: 2026-10-17 · Quote verified in current snapshot

What is a financial services provider Financial services providers are businesses that manage money on behalf of customers. They include banks, credit unions and other consumer finance companies credit-card companies, e-money issuers and other payment institutions insurance companies investment firms (e.g. stock brokers, asset managers, portfolio managers or investment advisers) What to do if you have a complaint FIN-NET may be able to help resolve your complaint out of court if you live in the European Union, Iceland, Liechtenstein or Norway, and you have a complaint against a financial services provider in another of those countries Follow these 3 steps to resolve your complaint. 1. Write to your provider First try to solve the problem yourself by writing directly to your financial services provider. Explain clearly why you are unhappy, and tell them what you would like to do. 2. Fill in the FIN-NET form If you are unhappy with your provider's answer – or if you receive no answer – then download and fill in the FIN-NET form for cross-border complaints. You can also directly contact any FIN-NET member and ask them for guidance. Find contact information for all the members in each country here. 3. Send the form to a FIN-NET member E-mail or post the form to any FIN-NET member in either your own country, or the country of your provider Find contact information for all the members in each country here. What happens next The FIN-NET member will tell you whether they are able to resolve your problem, or they may refer you to another organisation that can help you. You may be asked for additional information to assess your case properly. Most FIN-NET members can help you free of charge or at a low cost. They usually reach an outcome within 90 days. Financial services providers are usually not obliged to follow the decisions of FIN-NET members, but most do tend to do so voluntarily. If they do not, or if you are not satisfied with the way your complaint has been handled, you may need to go to court. Disclaimer FIN‑NET is NOT an EU agency or authority. FIN‑NET is a network of national organisations responsible for settling consumers' complaints in the area of financial services out of court

European Commission — Make a complaint about a financial service provider in another EEA country · finnet-process; snapshot-utf8:4697:6954 · Quote checked: 2026-10-17 · Quote verified in current snapshot

Article 101 Dispute resolution 1. Member States shall ensure that payment service providers put in place and apply adequate and effective complaint resolution procedures for the settlement of complaints of payment service users concerning the rights and obligations arising under Titles III and IV of this Directive and shall monitor their performance in that regard. Those procedures shall be applied in every Member State where the payment service provider offers the payment services and shall be available in an official language of the relevant Member State or in another language if agreed between the payment service provider and the payment service user. 2. Member States shall require that payment service providers make every possible effort to reply, on paper or, if agreed between payment service provider and payment service user, on another durable medium, to the payment service users’ complaints. Such a reply shall address all points raised, within an adequate timeframe and at the latest within 15 business days of receipt of the complaint. In exceptional situations, if the answer cannot be given within 15 business days for reasons beyond the control of the payment service provider, it shall be required to send a holding reply, clearly indicating the reasons for a delay in answering to the complaint and specifying the deadline by which the payment service user will receive the final reply. In any event, the deadline for receiving the final reply shall not exceed 35 business days. Member States may introduce or maintain rules on dispute resolution procedures that are more advantageous to the payment service user than that referred to in the first subparagraph. Where they do so, those rules shall apply. 3. The payment service provider shall inform the payment service user about at least one ADR entity which is competent to deal with disputes concerning the rights and obligations arising under Titles III and IV. 4. The information referred to in paragraph 3 shall be mentioned in a clear, comprehensive and easily accessible way on the website of the payment service provider, where one exists, at the branch, and in the general terms and conditions of the contract between the payment service provider and the payment service user. It shall specify how further information on the ADR entity concerned and on the conditions for using it can be accessed.

Directive (EU) 2015/2366 consolidated 17 January 2025 — Article 101 · text-char:181136:183523 · Quote checked: 2026-10-17

In principle, the controller should provide the requested information free of charge. Exceptions are possible, in particular if providing the information requires disproportionate efforts; a suitable contribution to the costs may be requested (maximum CHF 300). If a contribution is required, you must be informed of the amount before the information is provided so that you can withdraw the request within ten days.

FDPIC — Frequently asked questions on data protection concerns · fdpic-faq; snapshot-utf8:78981:79397 · Quote checked: 2026-10-17 · Quote verified in current snapshot

How long does the controller get to provide me with the information? As a general rule, the information must be provided within 30 days of receipt of the request. If the information cannot be provided within 30 days, the controller must inform you of this and tell you when the information will be provided. If the controller refuses to give you the information, restricts the information given or delays giving you the information, he or she must communicate this within the same period. What can I do if the controller refuses to provide me with the information or does not respond to my request? In principle, you have the right to be fully informed about all the data contained in the file which concern you. If the data controller refuses, restricts or postpones the disclosure of the requested information, he or she must inform you of the reasons for this. Please note that if a federal body refuses you access or grants only limited access to information, it must issue a formal decision to you. If you are of the opinion that the controller has not complied with his or her obligation to provide information or has only done so in part, you can take the following steps:If the controller is a federal body, you can file an appeal against the decision with the Federal Administrative Court within 30 days. If the data controller is a private individual, you can take legal action (civil action) to assert your right to information. The court in the place of residence or business of one of the parties is competent to rule on actions and requests based on the FADP. The judge will decide under a simplified procedure. No court fees are charged for disputes relating to the right of access under the FADP. You may apply to the court in person or be represented by a lawyer. You will need to include copies of your correspondence with the controller. Do I always have a right to information? As a general rule, you have the right to be fully and correctly informed about the data that is being processed about you. Providing this information can only be refused, restricted or postponed if permitted by a formal law or if required by the overriding interest of a third party. Private controllers may also refuse, restrict or defer the disclosure of information if their own overriding interests so require and provided that they do not disclose the data to third parties. If the controller is a federal body, it may also refuse, restrict or defer the disclosure of information if an overriding public interest, in particular relating to Switzerland’s internal or external security, so requires, or if the disclosure of the information could jeopardise a criminal investigation or other investigative procedure. If controllers refuse, restrict or postpone the disclosure of information for any of the above reasons, they must inform the data subject. Controllers are obliged to state the reasons for the decision. Right to information Right to information Must a data controller respond to a request to information under Art. 25 of the FADP if no data regarding the data subject is available or if the right to information may be restricted under Art. 26 of the FADP? Yes, the data controller must respond to a request to information under Art. 25 para. 1 of the FADP even if no personal data concerning the data subject is being processed. The right to information primarily entitles data subjects to learn whether any personal data concerning them is being processed at all. If the data controller does not process any such data, he is legally obligated to inform the requester of this fact by means of a so-called “negative response.” If data subjects do not receive a response, they cannot automatically conclude that no information about them exists, especially since, from the data subjects’ perspective, a lack of response could also be due to an oversight or a lost response. If the data controller restricts the disclosure of information, there is still an obligation to respond. Although Art. 26 of the FADP authorizes the data controller to refuse, restrict, or delay disclosure under certain conditions — such as in the case of overriding interests of third parties or on the basis of a formal legal basis — however, pursuant to Art. 26 para. 4 of the FADP, the data controller must in any case state why he is refusing, restricting, or delaying the disclosure. In this case, the data subject is entitled to a reasoned notification stating that the information will not be provided, or will be provided only in part, and on what legal basis pursuant to Art. 26 of the FADP.

FDPIC — Frequently asked questions on data protection concerns · fdpic-faq; snapshot-utf8:79885:84502 · Quote checked: 2026-10-17 · Quote verified in current snapshot

Under Article 25 of the Data Protection Act (FADP), you can request information from the controller at any time as to whether personal data concerning you are being processed and if so, what data. The information includes: the identity and contact details of the controller the type of data being processed and purpose of processing the recipients or categories of recipients the storage period or the criteria for determining the storage period The information is generally provided free of charge, usually within 30 days. The right to information allows you to find out what data a controller has about you and in what context, i.e. the purpose for which the data are being processed, including the identities of persons to whom the controller discloses the data. Further information on this particular right can be found here: In accordance with the Federal Act on Data Protection (FADP), any person may request information from the controller of a data file as to whether their personal data is being processed and may, if necessary, have the data corrected or destroyed. This right to information allows everyone to maintain control over the data collected about them. It is key to enabling data subjects to assert their rights under the law and ensures transparency regarding what use is made of the data. Nevertheless, each person must take action themselves to exercise this right. The FADP sets out a non-exhaustive list of information that must always be provided to the person exercising their right to information. In all cases, the person requesting information must be provided with information on the identity and contact details of the controller. Furthermore, the data subject must be informed of the personal data that has been processed and the purpose of the processing. He or she must also be informed of the period of time the data will be stored or, if this is not possible, the criteria for defining the retention period. The data subject must also be provided with the available information on the source of the data (in cases where they have not provided the data themselves). Furthermore, the data subject must be informed, if applicable, whether an automated individual decision has been taken and the logic behind the decision. Finally, the data subject must also be informed of the recipients or categories of recipients to whom the data may have been disclosed. If the recipients are located abroad, the information must specify the country concerned and, if applicable, the guarantees of adequate protection that are provided or the application of one of the exceptions. It is not necessary for a person to justify their request to the controller when exercising their right to information. In principle, the information must be provided free of charge within 30 days. It should be noted that requests requiring a disproportionate effort may incur fees (up to a maximum of CHF 300). In certain cases, the right to information may be refused, restricted or delayed, in particular if overriding private or public interests oppose it. In such a case, the controller must indicate indicate why it is refusing, restricting or delaying the provision of the information. Any federal body refusing or granting only restricted access must communicate a decision to you, and you have the right to appeal that decision. The reasoning given must enable the person concerned to check whether the restriction of their right to information is justified. The procedural implementation of data subjects' rights is strengthened because the FADP now provides for easier access to justice by waiving court costs in civil proceedings. For information on the procedure and how to assert your rights with the controller, see “How to assert your rights with the controller.” Frequently asked questions on data protection concerns From A to Z More about «Frequently asked questions on data protection concerns»

FDPIC — Knowing and asserting my rights · fdpic-rights; snapshot-utf8:906:4844 · Quote checked: 2026-10-17 · Quote verified in current snapshot

If you are a client of a financial business that is a member of the Swiss Bankers Association (SBA) or an institute affiliated to the Association, you can approach the Swiss Banking Ombudsman with questions and complaints regarding a banking or financial service conducted with this financial business. Which financial businesses is the Swiss Banking Ombudsman responsible for? The Swiss Banking Ombudsman is responsible for financial businesses (banks and financial service providers) that conduct banking or financial services business with their clients and are members of the Swiss Bankers Association (SBA) or institutes affiliated to the Association. For all other financial businesses, another Ombudsman office may be responsible. Financial businesses that offer their clients financial services in accordance with the Federal Act on Financial Services must be affiliated with an Ombudsman office recognised by the Federal Department of Finance (FDF). The FDF publishes the recognised Ombudsman offices on its website. If the Banking Ombudsman is not responsible for your matter, you can ask your financial services provider directly, which Ombudsman office is in charge. There are also many other Ombudsman offices in Switzerland. You can find a list at www.ombudsstellen.ch (available in German, French or Italian only). If you are not sure whether the Swiss Banking Ombudsman or another Ombudsman is responsible for your matter, you can ask him – preferably by telephone. When will the Ombudsman initiate a mediation? The Ombudsman can only become involved if you have already tried to solve the problem yourself in direct contact with the financial business. Therefore, if you want the Ombudsman to initiate a mediation procedure, you must first address your complaint in writing to the Management or the Complaints Management Office of the financial business. Your letter of complaint must contain a concrete claim or request and a comprehensible justification, so that the financial business is given the opportunity to resolve the matter or to comment on it before the Ombudsman becomes involved. A copy of the correspondence with the financial business must be enclosed with the mediation request. This enables the Ombudsman, as a neutral mediator, to examine the complaint, taking into account the positions and arguments of both parties. This procedure is also necessary if the financial business has already rejected your complaint verbally or if the matter is clear and unambiguous from your point of view. The Ombudsman examines the request for mediation and respective documents submitted to him. If these are complete and if there are indications that the client has suffered a damage or other disadvantages as a result of a wrongdoing on the part of his or her financial business in connection with a banking or financial service, the Ombudsman approaches the financial business with the client’s request, unless mediation appears to have no chance of success for certain reasons from the outset. If examination of the file reveals no evidence of wrongdoing on the part of the financial business or shows that the client has not suffered any concrete damage or disadvantage, no mediation procedure will be initiated. In rare cases, a dispute may not be suitable for mediation. In accordance with his rules of procedure, the Ombudsman can refuse or discontinue the treatment of complaints which – for example, due to their complexity – are not suitable for an Ombudsman procedure, or where a solution through mediation appears to have no chances of success. I do for the time being not wish to submit a mediation request. Can the Ombudsman first assess my request on the basis of the information I provide? As a neutral intermediary, the Ombudsman can provide you with general information on issues relating to banking and financial services and give advice on how to proceed. However, it would be incompatible with his neutral role to carry out a unilateral case assessment outside of a mediation procedure. A neutral mediation would no longer be possible after such an approach. Nor does the Ombudsman give an opinion on disputed legal issues. I hold a power of attorney for a banking relationship. Can I also submit a request for mediation? Authorised representatives of a banking relationship may submit a request for mediation as representatives of the Account Holder, provided they have been specifically authorised to do so by the Account Holder. It should be noted that an authorised representative does not have his own contractual relationship with the financial business and therefore cannot assert his own rights on his behalf. The financial business does not reply to me. What should I do? If the financial business does not respond to your written complaint, the first step you have to do is to send it a reminder. If your written request has not been answered within 4 weeks despite your reminder, you can send a copy of your letters to the Ombudsman. The Ombudsman will then ask the financial business to reply to the complaint directly to you. If you contact the Ombudsman before the 4 weeks have expired, the Ombudsman will usually not yet take action. In this case, he will ask you to wait for the response of the financial business. Can the Ombudsman review my documents and look for errors made by the financial business? I am not familiar with financial matters. The Ombudsman is a neutral mediator. It would be incompatible with his neutral role to give legal advice to a client. Nor to work through documents with regard to possible errors and legal claims in view of a mediation procedure between the parties in this matter. You must therefore have a concrete idea yourself of the mistakes you think the financial business has made and why it must meet your demand. If you want the Ombudsman to initiate a mediation procedure, you must first address your complaint to the financial business yourself. Your letter of complaint must contain a concrete demand and a comprehensible justification so that the financial business has the opportunity to resolve the matter or to comment on it before the Ombudsman becomes involved. The situation is very urgent, and a damage or loss is imminent. I would like the Ombudsman to contact the financial business directly on my behalf without delay. Is this possible? The Ombudsman is a neutral mediator. He is impartial and therefore cannot approach the financial business as your representative. Neutral mediation would no longer be possible after such an approach. In order to form an opinion on a complaint, he must always know the positions and arguments of both parties. It is therefore always necessary, even in urgent cases, that you document your complaint to the financial business. In doing so, you can point out the urgency. However, you can contact the Ombudsman’s office by telephone to discuss the procedure. Depending on the situation, we can give you advice on the case and a non-binding assessment. How long does the procedure take and what does it cost? How long does a procedure take? On average over many years, around two thirds of the clients receive a final response from the Ombudsman within one month. The majority of enquiries and complaints can be dealt with and concluded within 3 months. A long processing time of more than 6 months is required in about 5% of cases. The time taken to process a case generally depends on various factors, such as the complexity of the case, the timely and thorough response of financial business and clients to the Ombudsman’s letters, and the current workload of the Ombudsman office. How much does a procedure cost? The procedure is basically free of charge for the client. What are the limits of the Ombudsman procedure? I firmly believe that the financial business has caused me a loss or disadvantage through a wrongdoing. However, the financial business denies this and I have no supporting documents or other evidence. Can the Ombudsman clarify the facts of the case so that I can obtain justice? In the Ombudsman’s practice, it is often the case that parties provide different information on a given issue. The reasons for this are manifold. It is human that situations can be perceived differently, and statements can be interpreted differently. Moreover, memories can fade with time. The aim of the Ombudsman procedure is to find amicable solutions between the parties to disputes through a mediation procedure. In contrast to court proceedings, the Ombudsman cannot carry out investigations or procedures for taking evidence in which facts that are presented differently could be clarified in a binding manner. If, during the mediation procedure, the parties maintain their statements about a significant event and no convergence of positions can be achieved, the dispute in question cannot be resolved in the Ombudsman procedure. If no amicable solution can be found in such a situation, the client is free to go to the competent court. I no longer have the necessary documents (contracts, bank statements). Can the Banking Ombudsman obtain these documents for me from the financial business? In principle, it is up to the client to gather the papers and to submit a complete file containing those documents that are necessary for the examination of his or her complaint. Only if you have unsuccessfully tried to obtain missing documents from the financial business concerned, the Ombudsman can request them from the financial business. I am not satisfied with the quality of service provided by my client advisor. Can the Ombudsman help? The Ombudsman intervenes if the documents submitted to him reveal indications that the financial business has caused a tangible loss or other disadvantage to the client through a wrongdoing. The aim of the mediation procedure is to reach a compensation for this damage or to eliminate the disadvantage by means of a mutually agreed solution. The Ombudsman has no influence on the quality of service and the friendliness of bank staff. Nor can the Ombudsman act to obtain an apology from the financial business or to discipline it. The client has the possibility to address such complaints or concerns directly to the management of the financial business. The charges for the services of the financial business seem to be far too high. What can I do? The Ombudsman regularly receives complaints regarding charges and commissions. He assesses the question of whether they have been legitimately charged by the financial business in accordance with the principles set out in his article “Principles for assessing disputed bank charges” on pages 13 – 15 of the Annual Report 2016 (available only in German and French). An English summary is available. However, the Ombudsman has no competence to deal with the general business and fee policy of a financial business. Mediation with regard to fee charges is therefore only possible if the Ombudsman’s examination reveals that the financial business imposes charges which cannot be considered (or not at this size) as validly agreed. My case will soon be time-barred, or a time limit will expire. Can the Ombudsman interrupt the deadlines by initiating a procedure? Enquiries to the Ombudsman do not interrupt or suspend the term of legal deadlines such as limitation periods, forfeiture periods, court or administrative time limits. It is the client’s responsibility to ensure that such periods are observed and, if necessary, interrupted or ensured. I believe that the financial business should be penalised for its behaviour. Can the Ombudsman impose a fine or give instructions? No. The Ombudsman is not an authority that can make binding judgements on the conduct of the financial business, nor one that has the power to impose penalties. His task is to try to resolve disputes by a mutual agreement between the parties through a mediation. He has no decision-making power (this is reserved for the courts). He can therefore propose and recommend solutions to the parties but cannot give binding instructions. I had a lot of work to handle my complaint with the financial business and to prepare the submission to the Ombudsman. I would like compensation for this effort. I also want satisfaction for the emotional burden that the actions of the financial business caused me. Can I claim these points in the Ombudsman procedure, along with the actual damage? In certain cases, the Ombudsman can understand that the dispute was very difficult, laborious and troublesome for one of the parties. However, since the aim of the Ombudsman procedure is to find amicable solutions in which each party compromises accordingly, both the client and the financial business generally bear their own expenses in connection with a dispute. This is also essential because clients should be able to submit their complaints to the Ombudsman without running the risk of being confronted with high claims from the financial business for the effort it has incurred. Compensation of the parties is therefore generally not discussed in the mediation procedure. A dispute with a financial business can lead to great uncertainty and stress for the client. However, the aim of the mediation procedure is to find a solution to the matter itself. In principle, therefore, only the direct financial losses or other concrete disadvantages that a client claims can be the subject of mediation. My bank has terminated the relationship with me. Can I get the Ombudsman to withdraw this termination? The so-called freedom of contract is an essential part of our legal system. It means that each party is free to decide whether to enter into or maintain a contractual relationship with a particular person. Unless the parties have agreed otherwise, banking business relationships may, by law, be terminated by either party at any time with immediate effect. Provided that any agreed terms have been complied with, there is no wrongdoing on the part of the Bank in such cases. However, each party must act in good faith and must therefore generally allow the contractual partner enough time to reorganise himself or herself otherwise. In principle, there is also no obligation to justify or explain the decision to terminate the relationship. A bank’s decision whether or not to do business with a particular client is based on business policy considerations. The Ombudsman cannot question and influence such decisions due to his rules of procedure.

Swiss Banking Ombudsman — Frequently asked questions · swiss-ombudsman; whole-own-scheme-context; snapshot-utf8:766:15304 · Quote checked: 2026-10-17 · Quote verified in current snapshot

FIDReC Dispute Resolution Scheme The FIDReC Dispute Resolution Scheme applies to most cases at FIDReC. Where a dispute is completed at mediation, FIDReC’s services are free-of-charge to the consumer. If mediation is unsuccessful and the case is referred for adjudication, the consumer has to pay a fee of S$50 per claim for individuals and sole-proprietors, and S$250 per claim for small businesses and charities. (all amounts are subject to prevailing GST). There is no claim limit for mediation at FIDReC, but the jurisdiction for adjudications at FIDReC is up to S$150,000 per claim.

FIDReC — Official two-page dispute-resolution brochure · sg-fidrec:fee-gst;snapshot-utf8:2916:3505 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Singapore, 30 June 2025 - The Financial Industry Disputes Resolution Centre Ltd (FIDReC), the designated financial dispute resolution institution for consumers, is extending its jurisdiction to include small businesses and charities from tomorrow (1 July 2025). With this extension of FIDReC’s jurisdiction, over 200,000 small businesses[1] and 2,000 charities[2] who have disputes arising on or after 1 July 2025 against licensed financial institutions subscribed to FIDReC, can bring their unresolved disputes to FIDReC. FIDReC’s jurisdiction, including the definition of an ‘Eligible Complainant’, is governed by its Terms of Reference, as set out in Section 6 of the Financial Services and Markets (Dispute Resolution Schemes) Regulations 2023[3]. Expanding access to FIDReC levels the playing field for small businesses and charities in dealings with financial institutions, reinforcing Singapore’s standing as a fair and inclusive financial hub — where all parties, regardless of size, can seek meaningful resolution. Eunice Chua, FIDReC CEO, said: “In today’s volatile global economy, small businesses and charities in Singapore face mounting challenges. We recognise that managing financial disputes on top of day-to-day operations can be overwhelming, and that these organisations are akin to individual consumers in their ability to deal with financial disputes. Our 2024 public consultation showed strong support for making FIDReC accessible to small businesses although we delayed implementing this change to address the concerns voiced. This expansion is aligned with Singapore’s broader push to strengthen support for small businesses and build a more resilient non-profit sector.” Ho Kai Weng, Chief Executive of the General Insurance Association (GIA) of Singapore said: “GIA welcomes and supports the inclusion of small businesses and charities, allowing them to benefit from FIDReC’s fast dispute resolution and low costs. We hope that future inclusions will add other entities like small societies and associations.” Ong-Ang Ai Boon, Director of ABS, said: “FIDReC’s expansion to include small businesses and charities is a welcomed move for the banking sector, reaffirming our commitment to trust, transparency, and accountability. These segments, which often rely on banking services, now have greater access to fair and independent dispute resolution, further strengthening confidence in the broader financial ecosystem.” Providing independent and affordable dispute services FIDReC is the only financial dispute resolution institution in Singapore as set out in the First Schedule of the Financial Services and Markets (Dispute Resolution Schemes) Regulations 2023[4]. It provides impartial, efficient and affordable mediation and adjudication services to resolve disputes with licensed financial institutions such as banks, finance companies, life insurers, general insurers, capital markets services licensees, financial advisers, insurance brokers, and major payment institutions providing account issuance services. Since it was launched in August 2005, FIDReC has handled over 23,000 claims, providing fair and accessible redress without the need for costly legal action. New Types of Claims Under Expanded Jurisdiction With its jurisdiction now extended to include small businesses and charities, FIDReC will also handle a broader range of claims. These include: Disputes over employee medical insurance claims Insurance claims involving company-owned vehicles Issues with business banking services and corporate card accounts Loan agreement-related disputes FIDReC’s process to file and resolve complaints Here’s how small businesses and charities can file a complaint with FIDReC, and how it will be processed from submission to resolution: Submit Your Complaint Register as a complainant at www.fidrec.com.sg and check if the case qualifies. Fill in the complaint details online. A nominee can be appointed if the complainant is not fluent in English. Early Resolution Attempt FIDReC notifies the financial institution, and it has 10 business days to resolve the issue directly with the complainant. Mediation If early resolution is unsuccessful and the dispute is under FIDReC’s jurisdiction, mediation begins. FIDReC facilitates discussions to help both parties reach a mutually acceptable solution. Adjudication (if needed) If mediation fails, the complainant can choose to have an adjudicator decide the outcome. The adjudicator’s decision will bind the financial institution, but the complainant can choose whether to accept it. If a complainant is dissatisfied with the adjudicator’s decision, the complainant’s legal rights are not affected, and they can seek recourse at other avenues outside FIDReC. -END- About FIDReC Launched on 31 August 2005, the Financial Industry Disputes Resolution Centre Ltd (FIDReC) is a not-for-profit company limited by guarantee. We specialise in the resolution of consumer financial disputes through mediation and adjudication. FIDReC’s services are available to consumers who are individuals or sole proprietors, and from, 1 July 2025, they will be extended to small businesses and charities. Consumers may come to FIDReC when they cannot resolve their issues with their financial institutions. Financial institutions include banks, finance companies, life insurers, general insurers, capital markets services licensees, licensed financial advisers, insurance brokers, and major payment institutions providing account issuance services. Media Contact: Goh Wu Chong (Associate Partner) Gloo PR HP: 9387 8407 Email: wuchong@gloopr.biz [1] ‘Small Business’ means a business entity registered and operating in Singapore, which has a group annual sales turnover of S$1 million or less in each financial year of the 2 financial years immediately preceding the current financial year of the business entity. [2] A ‘Charity’ means an organisation registered under the Charities Act, which does not qualify as a ‘large charity’ under the Charities (Large Charities) Regulations. [3] Section 6 - Financial Services and Markets (Dispute Resolution Schemes) Regulations 2023 [4] First Schedule - Financial Services and Markets (Dispute Resolution Schemes) Regulations 2023

FIDReC — Extension to small businesses and charities · sg-fidrec:extended-small-business;snapshot-utf8:774:7093 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Filing a complaint is free of charge. To find out if you can file a complaint, please click here. When this is completed, you may proceed to register as a complainant and file a complaint by following the instructions on the online dispute resolution form. When filing a complaint, please upload the relevant supporting documents. Click here to view the list of documents required based on your complaint type. If you have any queries or difficulties in filing the complaint, you may contact FIDReC for help.

FIDReC — Frequently asked questions · sg-fidrec:filing-free;snapshot-utf8:5682:6194 · Quote checked: 2026-10-18 · Quote verified in current snapshot

There is no claim limit for mediation at FIDReC, but the jurisdiction for adjudications at FIDReC is up to S$100,000 per claim (for claims filed before 1 July 2024) or S$150,000 per claim(for claims filed on or after 1 July 2024). Generally, FIDReC only handles disputes between financial institutions who are its subscribers and consumers. The financial institution must also have had the opportunity to resolve the dispute with the consumer first. The following qualify as consumers: Individuals, sole proprietors, small businesses or charities who have a customer relationship with a financial institution; Persons who have a beneficial interest in the activity; A trustee or personal representative; An insured; or Third parties who have third-party coverage under an insurance contract. The following complaints cannot be brought before FIDReC: Commercial Decisions; pricing policies and other policies such as interest rates and fees; cases relating solely to investment performance of a financial product; cases under investigation by any law enforcement agency, including cases where allegations of fraud or criminal activity have been made, and where the matter has been referred to the police for investigation; disputes between an FI and its officers and employees relating to agency or employment issues Complaints that are more than six months old after the FI’s final reply; Complaints arising under a Former Scheme and which have been considered by or resolved under that Scheme; Complaints that have been dealt with by or resolved by FIDReC unless there is new material information that was not reasonably available at the time the previous complaint had been filed; Complaints that have been settled privately or otherwise between the Eligible Complainant and the FI; and Cases which have been subjected to a court hearing and for which a court judgment and / or order has been passed. Additionally, please also take note that FIDReC can dismiss a dispute without mediation in various situations, including where: it is in the opinion of the Case Manager frivolous or vexatious; or there are other compelling reasons why it is inappropriate for FIDReC to deal with the dispute. Keywords: FIDReC's Jurisdiction

FIDReC — Claim and adjudication limits · sg-fidrec:mediation-limit;snapshot-utf8:463:2715 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Regulation 4(1) and (2) APPROVED DISPUTE RESOLUTION SCHEMES 1. The dispute resolution scheme operated by the Financial Industry Disputes Resolution Centre Ltd.

Financial Services and Markets (Dispute Resolution Schemes) Regulations 2023 — First Schedule · sg-fidrec:mandate;snapshot-utf8:2582:2743 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Other Claims 6.6 An additional case fee of S$500 will be charged to FIs for a dispute requiring adjudication. For a dispute requiring adjudication, a case fee of S$250 will be charged to Eligible Complainants who are a Charity or Small Business while a case fee of S$50 will be charged to Eligible Complainants who are not a Charity or Small Business.

SG redress scoped primary context · sg-fidrec:adjudication-fees;snapshot-utf8:71906:72285 · Quote checked: 2026-10-18 · Quote verified in current snapshot

26. Notification Of 1) Where the Adjudicator or the Panel has reached a decision, he / they Determination And shall write and sign the Grounds of Decision. Thereafter, FIDReC will Binding Effect give the Complainant and the FI a copy of the Grounds of Decision. 2) A copy of the signed Grounds of Decision shall be kept in the Adjudication file. 3) Where the Adjudicator or the Panel makes a determination and / or award with respect to the Dispute, the Eligible Complainant is free to choose whether to accept the determination and / or award. 4) Where the Eligible Complainant accepts the determination and / or award, the FI is bound by such determination and / or award, and the parties shall enter into a written Settlement Agreement in accordance with the said determination and / or award. 5) The written Settlement Agreement shall be approved by the Adjudicator or the Panel. The Settlement Agreement is then circulated to the complainant and the FI for their execution. In the event of any dispute as to the terms of the settlement agreement, the Adjudicator’s or the Panel’s decision shall be final and conclusive. 6) Before executing the Settlement Agreement, the Complainant and the FI may obtain their own professional / legal advice at their own costs. 7) Where the Eligible Complainant does not accept the determination and / or award, there is no settlement of the dispute, and both parties are free to pursue their rights (whether through the legal process, arbitration, adjudication or neutral evaluation). 14 FIDReC - Terms Of Reference v2.2 Date : 1/7/2025  Rule Principle 8) For the avoidance of doubt, any determination and / or award by the Adjudicator or the panel of Adjudicators shall be binding on the FI, whether or not the FI is a party to the Adjudication Agreement, whether or not the FI and the Eligible Complainant have executed the Adjudication Agreement, whether or not the FI has executed the Settlement Agreement and whether or not the FI and / or its representatives attend and / or participate in the Adjudication hearing. 9) No settlement will be binding on the Eligible Complainant until it has been reduced to writing and signed by the Eligible Complainant 10) A settlement that has been reduced to writing may take the form of an electronic record. Where a settlement reduced to writing takes the form of an electronic record, it may be signed by applying electronic signatures. 5. AWARDS BY ADJUDICATORS / PANELS OF ADJUDICATORS 27. Jurisdiction To 1) For the avoidance of doubt, a Case Manager has no jurisdiction to Make Awards make any determination or monetary awards. The Case Manager may only mediate a Dispute with a view to reaching a settlement between the FI and the Eligible Complainant. 2) The Adjudicator or a panel of Adjudicators shall have the power to make monetary awards, subject to the limits set out in Rule 29. 28. Awards 1) If a Dispute is determined in favour of the Eligible Complainant by the Adjudicator or panel of Adjudicators, the determination may include a monetary award against the FI of such amount as the Adjudicator or panel of Adjudicators consider fair compensation for any financial loss suffered by the Eligible Complainant, and shall not include punitive or aggravated damages. 2) For the purposes of awards by the Adjudicator or panel of Adjudicators, financial loss may include consequential loss. 3) The Adjudicator or panel of Adjudicators may, as part of the determination, make such appropriate recommendations for the FIs to adopt and / or implement. Any such recommendations made by the Adjudicator or the panel of Adjudicators shall not be binding on the FIs. 29. Limits On Awards 1) The maximum award which may be made in any Dispute referred to FIDReC shall be an award of up to S$150,000 per claim (regardless of the nature of the claim / dispute). 2) The Adjudicator or panel of Adjudicators may specify in the award that reasonable interest may be payable on the award at the rate and from the date that shall be stated. 15 FIDReC - Terms Of Reference v2.2 Date : 1/7/2025  Rule Principle 3) For the avoidance of doubt, the Adjudicator or panel of Adjudicators, as the case may be, shall have sole discretion to ascertain what constitutes ‘per claim’. The decision of the Adjudicator or panel of Adjudicators as to what constitutes a claim or claims shall be binding on the FI. 30. Complying With A FI must comply promptly with: Awards And Settlements i) any monetary award made by the Adjudicator or panel of Adjudicators including any interest payable by order of the Adjudicator or panel of Adjudicators; ii) any settlement which it agrees at an earlier stage of the proceedings; and iii) any subsequent clarification of the terms of the award made by the Adjudicator or panel of Adjudicators after the award was first made, provided such subsequent clarification of the terms of the award is made prior to notification by the Eligible Complainant of its acceptance or otherwise of the award made by the Adjudicators or the Panel of Adjudicators and / or the Settlement Agreement is signed. 31. Register 1) FIDReC shall maintain a register of every decision made.

SG redress scoped primary context · sg-fidrec:binding-and-awards;snapshot-utf8:44195:51752 · Quote checked: 2026-10-18 · Quote verified in current snapshot

13. Time Limits For 1) An application for initiating an investigation can only be made by the Making An Eligible Complainant: Application i) at the earliest, upon showing that an attempt has been made to resolve the matter by the FI’s internal dispute resolution unit, but the matter has not been resolved to the satisfaction of both parties or after at least four weeks from the date the matter was referred to the FI, whichever is earlier; and ii) no later than a period of six months after the FI has provided its final reply to the Eligible Complainant. 2) In this Rule, a final reply is a letter or other written document issued by the FI to the Eligible Complainant which expressly states that it is the FI's final reply and which expressly informs the Eligible Complainant that if he/she disagrees with the FI, he/she can contact FIDReC for assistance within six months from the date of the said letter or other written document. There must be no outstanding issues between the FI and the Eligible Complainant and the contact particulars of FIDReC must be provided in the said letter or other written document. For the avoidance of doubt, any dispute as to whether any letter or other written document constitutes the final reply from the FI would be solely determined by FIDReC. FIDReC's determination would be binding on the FI and the Eligible Complainant.

SG redress scoped primary context · sg-fidrec:final-reply-time;snapshot-utf8:23483:25396 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Section 4.3 – Referring Complaint To Adjudication 21. Referring Dispute 1) Subject to paragraph 2 of this Rule 21, where a Dispute is not resolved To Adjudicator by the Mediator through mediation, the FI will be informed and afforded a final opportunity to resolve the Dispute. 2) The Mediator shall not refer the following Disputes to Adjudication: i) where the Dispute is one which involves a claim for non-monetary losses only; and ii) where the claim amount exceeds S$150,000 per claim (regardless of the nature of the claim / dispute). Provided that the Mediator can refer such a Dispute to Adjudication where the FI has agreed to submit to Adjudication for the higher claim amount and / or if the Complainant has agreed to limit his claim to the sums as stated. For the avoidance of doubt, if there is an Adjudication award made in favour of the Complainant, the Complainant must consent to not commencing any other action in any other forums, whether in the courts or otherwise, to claim the sums exceeding the stated sums. 3) If the FI does not resolve the Dispute, FIDReC will appoint an Adjudicator or a panel of Adjudicators from the pool of Adjudicators in accordance with Rule 22. 4) Before the commencement of the adjudication process, both parties to the Dispute should be advised to duly execute the Adjudication Agreement as set out in Appendix B to Annex 4 to ensure their rights and obligations to each other are clearly articulated. In the event the FI chooses not to execute the Adjudication Agreement, the adjudication process may still proceed. 5) The Adjudication process shall be in accordance with the adjudication procedure as set out in Annex 4. For the avoidance of doubt, the terms of the Adjudication Procedure are incorporated into the Adjudication

SG redress scoped primary context · sg-fidrec:larger-claim;snapshot-utf8:36235:38831 · Quote checked: 2026-10-18 · Quote verified in current snapshot

SECTION 2 – ELIGIBLE COMPLAINT / COMPLAINANT 4. Disputes That Can 1) All types of Disputes with a FI may be brought before and dealt with by Be Brought Before FIDReC (known as ‘Eligible Disputes’) subject to the following FIDReC conditions: i) the complainant must be an Eligible Complainant; ii) the FI involved in the Dispute must be one which is subject to the jurisdiction of FIDReC by reason of it being a subscriber or by reason of it having consented to submit itself to the jurisdiction of FIDReC; iii) save in the case of insurance disputes, the activity or Dispute arises out of matters relevant to the Eligible Complainant being or having been a customer of the FI; 4 FIDReC - Terms Of Reference v2.2 Date : 1/7/2025  Rule Principle iv) the activity to which the Complaint relates must be subject to the jurisdiction of FIDReC, and in the case of Complaints relating to activities prior to the setting up of FIDReC, subject to the jurisdiction of the Insurance Disputes Resolution Organisation and / or the Consumer Mediation Unit of the Association of Banks of Singapore; v) the FI has failed to resolve the Complaint to the satisfaction of the Eligible Complainant within four weeks of receiving it; and vi) the FI about which the Complaint is made must be a subscriber at the time of the act or omission to which the Complaint relates or has agreed to let FIDReC consider such Complaints, and must not have withdrawn from being a subscriber at the time when the Complaint is referred to FIDReC. 2) All Disputes which have not first been raised by an Eligible Complainant with the FI so as to provide the FI with an opportunity to resolve the Dispute will be deemed a Complaint and if lodged or attempted to be lodged with FIDReC will be referred back to the FI for its due consideration. 3) The territorial scope of the jurisdiction of FIDReC extends to Complaints about the activities of a FI or its Representative carrying on business in Singapore. 5. Excepted The following Complaints cannot be brought before FIDReC: Complaints i) Commercial Decisions; ii) pricing policies and other policies such as interest rates and fees; iii) cases relating solely to investment performance of a financial product; iv) cases under investigation by any law enforcement agency, including cases where allegations of fraud or criminal activity have been made, and where the matter has been referred to the police for investigation v) disputes between an FI and its officers and employees relating to agency or employment issues; vi) Complaints that are more than six months old after the FI’s final reply; vii) Complaints arising under a Former Scheme and which have been considered by or resolved under that Scheme; viii) Complaints that have been dealt with by or resolved by FIDReC unless there is new material information that was not reasonably available at the time the previous complaint had been filed; 5 FIDReC - Terms Of Reference v2.2 Date : 1/7/2025  Rule Principle ix) Complaints that have been settled privately or otherwise between the Eligible Complainant and the FI; and x) cases which have been subjected to a court hearing and for which a court judgment and / or order has been passed. 6. Eligible The following persons (known as ‘Eligible Complainants’) may bring Complainants Complaints before FIDReC: i) individual consumers having a customer relationship with a FI; ii) sole proprietors, a Charity or a Small Business having a customer relationship with a FI; iii) a person who has a beneficial interest in the activity, including the following persons: a) a person who is a beneficiary under a trust or estate; b) a person for whose benefit a contract of insurance was taken out or was intended to be taken out; c) a person on whom the legal right to benefit from a claim under a contract of insurance has devolved by contract, statute or subrogation; d) a beneficial owner of units in a collective investment scheme and the FI is the operator or depository of the scheme; iv) a trustee or personal representative; v) an insured; or vi) such third parties as are entitled to bring a claim under an insurance contract extending the relevant third-party coverage.

SG redress scoped primary context · sg-fidrec:scope-and-exclusions;snapshot-utf8:11575:17803 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Access to personal data 21.—(1)  Subject to subsections (2), (3) and (4), on request of an individual, an organisation must, as soon as reasonably possible, provide the individual with — (a) personal data about the individual that is in the possession or under the control of the organisation; and (b) information about the ways in which the personal data mentioned in paragraph (a) has been or may have been used or disclosed by the organisation within a year before the date of the request. (2)  An organisation is not required to provide an individual with the individual’s personal data or other information under subsection (1) in respect of the matters specified in the Fifth Schedule. (3)  Subject to subsection (3A), an organisation must not provide an individual with the individual’s personal data or other information under subsection (1) if the provision of that personal data or other information (as the case may be) could reasonably be expected to — (a) threaten the safety or physical or mental health of an individual other than the individual who made the request; (b) cause immediate or grave harm to the safety or to the physical or mental health of the individual who made the request; (c) reveal personal data about another individual; (d) reveal the identity of an individual who has provided personal data about another individual and the individual providing the personal data does not consent to the disclosure of his or her identity; or (e) be contrary to the national interest.[40/2020] (3A)  Subsection (3)(c) and (d) does not apply to any user activity data about, or any user‑provided data from, the individual who made the request despite such data containing personal data about another individual.[40/2020] (4)  An organisation must not inform any individual under subsection (1)(b) that the organisation has disclosed personal data about the individual to a prescribed law enforcement agency if the disclosure was made under this Act or any other written law without the individual’s consent.[40/2020] (5)  If an organisation is able to provide the individual with the individual’s personal data and other information requested under subsection (1) without the personal data or other information excluded under subsections (2), (3) and (4), the organisation must provide the individual with access to the personal data and other information without the personal data or other information excluded under subsections (2), (3) and (4).

Singapore Personal Data Protection Act 2012 — Section 21 · sg-data:pdpa21;snapshot-utf8:10:2518 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Fees 7.—(1)  Subject to section 28 of the Act as in force immediately before 1 February 2021 or section 48H of the Act (as the case may be), an organisation may charge an applicant who makes a request to it under section 21(1) of the Act a reasonable fee for services provided to the applicant to enable the organisation to respond to the applicant’s request. (2)  An organisation must not charge a fee to respond to the applicant’s request under section 21(1) of the Act unless the organisation has — (a) provided the applicant with a written estimate of the fee; and (b) if the organisation wishes to charge a fee that is higher than the written estimate provided under sub‑paragraph (a), notified the applicant in writing of the higher fee. (3)  An organisation does not have to respond to an applicant’s request under section 21(1) of the Act unless the applicant agrees to pay the following fee: (a) where the organisation has notified the applicant of a higher fee under paragraph (2)(b) — (i) if the Commission — (A) has reviewed the higher fee under section 28(1) of the Act as in force immediately before 1 February 2021, the fee allowed by the Commission under section 28(2) of the Act as in force immediately before that date; or (B) has reviewed the higher fee under section 48H(1) of the Act, the fee allowed by the Commission under section 48H(2) of the Act; or (ii) if sub‑paragraph (i) does not apply, the higher fee notified under paragraph (2)(b); (b) where sub‑paragraph (a) does not apply and the organisation has provided the applicant with an estimated fee under paragraph (2)(a) — (i) if the Commission — (A) has reviewed the estimated fee under section 28(1) of the Act as in force immediately before 1 February 2021, the fee allowed by the Commission under section 28(2) of the Act as in force immediately before that date; or (B) has reviewed the estimated fee under section 48H(1) of the Act, the fee allowed by the Commission under section 48H(2) of the Act; or (ii) if sub‑paragraph (i) does not apply, the estimated fee provided under paragraph (2)(a). (4)  To avoid doubt, an organisation must not charge the applicant any fee to comply with its obligations under section 22(2) of the Act.

Singapore Personal Data Protection Regulations 2021 — Addressed current regulations 3–7 · sg-data:fees;snapshot-utf8:8101:10383 · Quote checked: 2026-10-18 · Quote verified in current snapshot

How to make request 3.—(1)  A request to an organisation must be made in writing and must include sufficient detail to enable the organisation, with a reasonable effort, to identify — (a) the applicant making the request; (b) in relation to a request under section 21(1) of the Act, the personal data and use and disclosure information requested by the applicant; and (c) in relation to a request under section 22(1) of the Act, the correction requested by the applicant. (2)  A request must be sent to the organisation — (a) in accordance with section 48A of the Interpretation Act (Cap. 1); (b) by sending the request to the organisation’s data protection officer in accordance with the business contact information provided under section 11(5) of the Act; or (c) in any other manner that is acceptable to the organisation. Duty to respond to request under section 21(1) of Act 4.—(1)  Subject to section 21(2), (3), (3A) and (4) of the Act and regulations 6 and 7(3), an organisation must respond to each request made to it under section 21(1) of the Act on or after 1 February 2021 as accurately and completely as necessary and reasonably possible. (2)  The organisation must provide an applicant access to the applicant’s personal data requested under section 21(1) of the Act on or after 1 February 2021 — (a) by providing the applicant with a copy of the personal data and use and disclosure information in documentary form; (b) if sub‑paragraph (a) is impracticable in any particular case, by allowing the applicant a reasonable opportunity to examine the personal data and use and disclosure information; or (c) in any other form requested by the applicant as is acceptable to the organisation. Notification of timeframe for response 5.  Subject to the requirement to comply with section 21(1) of the Act as soon as reasonably possible or section 22(2) of the Act as soon as practicable (as the case may be), if the organisation is unable to comply with that requirement within 30 days after receiving a request made in accordance with regulation 3, the organisation must within that time inform the applicant in writing of the time by which it will respond to the request.

Singapore Personal Data Protection Regulations 2021 — Addressed current regulations 3–7 · sg-data:request-response;snapshot-utf8:4989:7217 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Banks are required to put in place appropriate and effective mechanisms and procedures to handle customer complaints about banking products or services, making sure that individual cases are being followed up in a fair and expeditious manner. If a customer considers that a bank has not handled his/her case properly, he/she can make a formal complaint to the bank. Each bank has designated officers to handle complaints. You can find the contact details of these officers on the “List of banks’ contact persons for handling customer complaints” on the HKMA’s website. Many complaints arise from a misunderstanding or a mismatch of expectations, and they can often be resolved after proper communication with the bank. You may consider filing a complaint with the HKMA if the bank has not properly addressed your complaint, or you suspect misconduct on the part of banks and/or bank staff. Generally, as part of the HKMA’s complaint handling, if the case involves business relationship and/or contractual agreements between you and the bank concerned, we may refer your complaint to the bank for its further review and providing a detailed reply to address all issues raised in the case. Upon completion of handling of the case, the HKMA will inform you in writing of the outcome. The information which the HKMA comes across when handling a complaint may also assist it in identifying potential issues of supervisory or enforcement concern that require follow-up action, including initiating an investigation and taking supervisory and enforcement actions. However, it should be noted that the HKMA cannot interfere with a bank’s commercial decisions, adjudicate or intervene in service quality issues or a dispute between a bank and its customer, or order a bank to pay compensation.

HKMA — Complaints about Banks · hkma-complaints; snapshot-utf8:8089:9887 · Quote checked: 2026-10-17 · Quote verified in current snapshot

B1What is the role of the HKMA in handling banking complaints? The HKMA is the government authority responsible for promoting the general stability and effective working of the banking system. The HKMA supervises licensed banks, restricted licence banks and deposit-taking companies (collectively referred to as banks). The HKMA expects banks to take reasonable steps to handle complaints fairly, consistently and promptly. Legitimate public complaints assist the HKMA in identifying issues of supervisory or enforcement concern that require follow-up action, including initiating an investigation and taking supervisory and enforcement actions. Please note, however, that the HKMA cannot interfere with a bank’s commercial decisions, adjudicate or intervene in service quality issues or a dispute between a bank and its customer, or order a bank to pay compensation. B2I am not happy with my bank. Who should I complain to? You are encouraged to make a formal complaint to the bank first in order to give it a chance to resolve the issues at an early stage. Many complaints arise from a misunderstanding or a mismatch of expectations and they can often be resolved after proper communication with the bank. B3Who should I contact in the bank? Each bank has designated an officer to handle complaints. You can find the contact details of these officers on the “List of banks’ contact persons for handling customer complaints” on the HKMA website. Simply contacting a customer service representative of the bank may not be sufficient for the purpose of complaint lodging and handling. B4Can the HKMA help me? The HKMA’s focus is on whether the bank has handled your complaint properly and addressed your concerns, while in parallel, monitoring any potential breach of relevant regulatory requirements. You may consider filing a complaint with the HKMA when: you suspect misconduct on the part of the bank and/or its staff; the bank refuses to handle your complaint; the bank does not handle your complaint in a fair manner or its reply does not fully address your complaint; or you have not received a final reply from the bank within 30 calendar days (up to 60 calendar days for complicated cases). B5What if I am seeking financial compensation? The HKMA does not have the power to order banks to pay compensation. If your complaint is about a monetary dispute, you may consider using the mediation and arbitration services provided by the Financial Dispute Resolution Centre (FDRC). The FDRC provides financial consumers with an independent and affordable avenue, as an alternative to litigation, for resolving some monetary disputes with financial institutions. You can visit the FDRC website at www.fdrc.org.hk or call its hotline at 3199 5199 to find out more. You can also consult a lawyer about your dispute. B6How should I make my complaint to the HKMA? You have to complete the online complaint form or download and complete the form in PDF format. Please fill out the complaint form as thoroughly and accurately as possible and return it to the HKMA, together with relevant information (including the responses of the bank to your complaint lodged with it) if any, through online submission, or by email, fax or post. This is necessary to enable the HKMA to handle your complaint promptly by informing us of what your complaint is about and giving us the necessary consent to handle your complaint. Please note that the HKMA may need to disclose the information you have given to us (including your personal data when necessary) to the bank and other third parties for purposes related to the handling of your complaint. B7Can I make a complaint to the HKMA by telephone? To avoid any misunderstanding, the HKMA requires that you fill out our complaint form and provide it to the HKMA. B8Will the HKMA fill out the complaint form for me? The HKMA will not complete a complaint form for complainants. Under special circumstances where persons with disability are not able to fill out the complaint form without assistance, the HKMA will provide special assistance. Please call 2878 1378 for an appointment at our office. An HKMA staff member will meet with the person with disability and provide assistance to complete the complaint form. B9What will the HKMA do upon receipt of my complaint? When a duly completed complaint form is submitted online, an acknowledgement email, which provides a case reference number, will be generated by the system. The HKMA will then send a preliminary response within 10 working days, advising whether the HKMA will take up your complaint. If the complaint form is incomplete, the HKMA may contact you to obtain the missing information. An incomplete complaint form may affect our handling of your complaint. B10What happens next after the HKMA received my complaint? After the HKMA takes up a complaint, we will review all relevant information available. Generally, as part of the HKMA’s complaint handling, if the case involves business relationship and/or contractual agreements between you and the bank concerned, we may refer your complaint to the bank for its further review, including where you may have already made a formal complaint to the bank earlier. The HKMA will ask the bank to provide you with a detailed reply within 30 calendar days* in response to your allegations. The bank is also required to send to the HKMA a copy of its reply to your complaint for the HKMA’s review. We may also obtain further information from the bank in relation to your complaint. The flowchart at the “Complaints about Banks” section on the HKMA’s website may help you understand how the HKMA handles complaints. * Up to 60 calendar days is allowed for more complicated cases. However, the bank should provide you with an interim reply within 30 calendar days explaining why a longer period is required. B11What if I am not satisfied with the bank’s reply? If you are not satisfied with the bank’s reply to you, you may contact the HKMA in writing, setting out the reasons why you think the bank’s reply has not adequately addressed your complaint. Depending on any new or additional information, we may ask the bank to review the case and/or give you a further reply. B12Will the HKMA review the bank’s reply? The HKMA will review the bank’s reply, and if the HKMA considers that the bank has not adequately addressed your concerns in its final reply, the HKMA may require the bank to give you a further reply. Not all complaints will lead to supervisory or enforcement actions. If in the course of complaint handling, the HKMA identifies supervisory or enforcement concerns, we will follow up with the bank concerned or initiate an investigation. The HKMA may take enforcement action where there are sufficient grounds for doing so. Where appropriate, the HKMA may also refer the complaint to the relevant regulators or enforcement agencies to consider appropriate action. In any event, we will let you know in writing in due course the outcome of HKMA’s handling of your complaint. If the complaint handling process cannot for any reason be completed within a short period of time, we will give you a brief update on the progress every six months. We will endeavour to explain relevant considerations in relation to the outcome of the HKMA’s handling of your complaint case. However, please note that the HKMA and its staff are subject to secrecy obligations under the Banking Ordinance with respect to information obtained in the course of exercising the HKMA’s functions. For this reason, the HKMA cannot provide you with private information about banks (e.g. supervisory actions, investigations) obtained in the course of handling a complaint. B13Can I contact the case officer of my complaint directly? If you wish to provide supplementary information for your complaint, you may write to the HKMA by email or post, since written communication can help avoid misunderstanding and provide a proper and clear record for the parties involved. We will carefully consider any additional information, and once we have completed handling of your complaint, we will provide a written reply on the outcome. B14Is the HKMA’s assessment outcome final? Not all complaints will result in the HKMA taking supervisory or enforcement actions (e.g. if the complaint relates to a purely commercial matter or the bank has handled the complaint properly or the complaint is not substantiated in our view). The HKMA’s assessment is made on the basis of all information on hand and its outcome is final. The HKMA will only consider a request for review of a case made with valid grounds (e.g. new substantial supporting information), and in such a case, you may set out such information to the HKMA in writing. The HKMA will review all relevant information provided by you and the bank concerned. We will advise you the outcome of our handling of your complaint in writing. In any event, the HKMA’s assessment will not affect your legal rights and you can, if you wish, further pursue your complaint through other avenues, such as civil proceedings. If a complainant persists in pursuing his/her complaint after being notified of the HKMA’s assessment outcome but without providing any new and relevant supporting information/evidence, the HKMA may not respond to further correspondence from the complainant on the matter. The HKMA will give advance notification to the complainant on such arrangement and the reasons behind in writing. B15Can I ask the HKMA to change the staff for handling my complaint? The HKMA assigns staff for handling complaint cases based on operational arrangements, and each complaint will be handled in accordance with the established procedures. All relevant information available will be reviewed by the relevant staff of the HKMA in a professional manner with oversight. The HKMA’s assessment and outcome are not the personal view of any of its complaint handling staff. B16What if I think that the HKMA or it staff has not handled my banking complaint properly? If you are not satisfied with the way in which the HKMA or its staff has handled your banking complaint, you may write to the Enforcement and Banking Complaints Divisions of the HKMA (at 55/F, Two International Finance Centre, 8 Finance Street, Central, Hong Kong) specifying the reasons why you are not satisfied (e.g. delay in response, failure to observe professional standards of competence and behaviour). The HKMA will handle the matter in accordance with our established procedures and will inform you of the result. However, this review does not cover disagreement with the HKMA’s assessment outcome, or the staff who recommended the outcome, in respect of your complaint. The HKMA’s assessment outcome is final. If you suspect maladministration on the part of the HKMA, you may consider making a complaint to the Office of the Ombudsman, Hong Kong. Information about the role of the Ombudsman is available at www.ombudsman.hk .

HKMA — Banking FAQs · hkma-faq; snapshot-utf8:46740:57797 · Quote checked: 2026-10-17 · Quote verified in current snapshot

## About Arbitration 23. ##### How to initiate arbitration under FDRS? You may wish to proceed with the FDRC’s “documents-only” arbitration if there is an unresolved Eligible Dispute. The arbitrator may conduct an in-person hearing if the arbitrator decides that it is necessary for deciding the claim. Any dispute, controversy or claim arising out of or relating to an Eligible Dispute shall, upon written request from the Claimant, be resolved by Arbitration administered by the FDRC via “Mediation First, Arbitration Next” or “Arbitration Only” in accordance with the FDRS Mediation and Arbitration Rules For “Mediation First, Arbitration Next”, you will need to file a written Notice to Arbitrate within 60 days from the date of the Mediation Certificate. "Arbitration only" applies to Extended Eligible Disputes with parties' consent under Terms of Reference (Jan 2018) Top   24. ##### What is arbitration? Arbitration is a private and confidential dispute resolution process where the parties submit their dispute to be adjudicated by an arbitrator under the FDRS. The arbitrator will issue an Arbitral Award which is final and binding. Top   25. ##### What are the advantages of arbitration? Arbitration is conducted in private and is confidential. Arbitration procedure is less formal than court proceedings and therefore relatively faster and less expensive. Arbitral awards can be enforced internationally and is final and binding on the parties. Top   26. ##### How can I be sure that the arbitrator assigned to me is suitable? The arbitrators on the FDRC List of Arbitrators have undergone a series of training and assessments. All of them on the List are expected to have the required knowledge and experience in financial matters, and are able to arbitrate financial disputes. Top   27. ##### What kind of documents do I need to submit in order to apply for arbitration? You have to submit a written Notice to Arbitrate, written submissions and copies of documentary evidence to support your case. Top   28. ##### What are the fees for arbitration? With reference to the Terms of Reference (Jan 2018), for the amount of claim is up to HK$1,000,000, an EC has to pay HK$5,000 and an FI has to pay HK$20,000 arbitration fee for documents-only arbitration and if there is an in-person hearing, each party has to pay an additional fee of HK$12,500. All fees paid are not refundable. For amount of claim over HK$1,000,000, please refer to Schedule of Fees, Terms of Reference (Jan 2018). (HK$)  | ### Applicant/ EC | ### FI Making enquiries | Nil | Not Applicable Filing an Application Form | $200 | Not Applicable Arbitration (amount of claim up to $1,000,000) | Per case | Per case - Documents-only | $5,000 | $20,000 - In-person hearing (in addition to the fees payable for document-only Arbitration) | $12,500 | $12,500 For claims in which the date of first knowledge of loss by the EC falls before 1 January 2018, please refer to Schedule of Fees, Terms of Reference (Feb 2014). Top   29. ##### Can I appeal the decision of the arbitrator? The decision of the arbitrator is final and binding on you and the FI and is not subject to review on the merits. You can only lodge an appeal against the Arbitral Award on a point of law to the court.

FDRC — General-public FAQ, addressed questions 1–32 · hk-fdrc:arbitration;snapshot-utf8:14682:18028 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Top   4. ##### Who are eligible to use services under Financial Dispute Resolution Scheme (FDRS)? All scheme members, who are the financial institutions (FI) as defined under the FDRS, and its customers, who are Eligible Claimants, can use our services. Top   5. ##### Who are Eligible Claimants (EC)? Eligible Claimants are individuals, sole proprietors or small enterprises (SE)* who: * already had/having customer relationship with the FI; or * had been provided with any financial services, including financial product, service or advice about a financial product or service provided by or via the FI. ^{*} SE means a limited company or a partnership, and in accordance with its latest financial year end statement has: 1. an annual turnover not exceeding HK$50 million; 2. gross assets not exceeding HK$50 million; and 3. not more than 50 employees in Hong Kong. If a limited company is a subsidiary company or a holding company (in accordance with the definitions used in the Companies Ordinance (Cap. 622)) within a group, the group’s consolidated figures will be used. For overseas incorporated enterprises, same criteria apply. The implementation of the terms in relation to Small Enterprises (SE) is effective from 1 July 2018. Top   6. ##### Who are scheme members or the financial institutions (FI)? Under the licensing conditions imposed on financial institutions authorized by the HKMA, or the Code of Conduct for Persons Licensed by or Registered with the SFC, FIs (excludes those financial institutions which only carry on Type 10 regulated activity (i.e. provision of credit rating services) under the Securities and Futures Ordinance (Chapter 571)) are to be members of the FDRS operated by the FDRC. The FIs agree to abide by these Terms of Reference and to follow the procedures and processes prescribed by the FDRC for the FDRS. The FIs will enter into Mediation and/or Arbitration with the aim to resolving an Eligible Dispute. Top   7. ##### When can I make an application to the FDRC? If you are an EC, before filing an application to the FDRC, you have filed a written complaint to the relevant FI and either * you have received a final written reply from the relevant FI; or * have not received any final written reply from the relevant FI after 60 days from the date you made the written complaint to the relevant FI. Under the Terms of Reference (Jan 2018), if you are an FI, you can make an application to the FDRC after you have obtained your customer’s consent (in the form set out at Annex X). Top   8. ##### How much is the maximum claimable amount that FDRC will accept? The FDRC provides an independent and accessible alternative to court proceedings to help FI and their customers* settle monetary disputes with a maximum claimable amount: | Date of 1st knowledge of loss | Maximum Claimable Amount (inclusive of interest) | Type of Dispute 1 | before 1 Jan 2018 | HK$500,000 | Eligible Dispute 2 | on or after 1 January 2018 | HK$1,000,000 | Standard Eligible Dispute^{*} 3 | on or after 1 January 2018 | Over HK$1,000,000 | Extended Eligible Dispute^{*} *The implementation of the terms in relation to SE in effective from 1 July 2018. Top   9. ##### Why is the maximum claimable amount under the FDRS set at HK$1,000,000? It is estimated that quite a number of the financial disputes falls within this claimable amount. That’s why HK$1,000,000 was set as the maximum claimable amount under the Terms of Reference (Jan 2018). Top   10. ##### What are FDRC’s fees? An application fee of HK$200 is payable upon filing of the FDRS Application Form for the FDRC to decide if your case will be accepted for mediation. With reference to the Terms of Reference (Jan 2018), for a claim involving less than HK$200,000, an EC has to pay a HK$1,000 and an FI has to pay a HK$5,000 mediation fee for the specified mediation time of up to 4 hours. For a claim between HK$ 200,000 and HK$1,000,000, an EC has to pay a HK$ 2,000 and an FI has to pay a HK$10,000 mediation fee for the specified mediation time of up to 4 hours. If there is extended mediation time for a claim less than HK$ 200,000, an additional fee of HK$750 per hour or part thereof is payable by each party. If there is extended mediation time for a claim between HK$200,000 and HK$1,000,000, an additional fee of HK$1,500 per hour or part thereof is payable by each party. For amount of claim over HK$1,000,000, please refer to Schedule of Fees, Terms of Reference (Jan 2018). (HK$)  | ### Applicant/ EC | ### FI Making enquiries | Nil | Not Applicable Filing an Application Form* | $200 | Not Applicable Mediation |   |   |   Specified Mediation Time (4 hours) | Amount of claim | Per case | Per case   | * less than $200,000 * between $200,000 and $1,000,000 | * $1,000 * $2,000 | * $5,000 * $10,000 Extended Mediation Time | Amount of claim |   |     | * Less than $200,000 * Between $200,000 and $1,000,000 | * $750 / hour or part thereof * $1,500 / hour or part thereof | * $750 / hour or part thereof * $1,500 / hour or part thereof For claims in which the date of first knowledge of loss by the EC falls before 1 January 2018, please refer to Schedule of Fees, Terms of Reference (Feb 2014).

FDRC — General-public FAQ, addressed questions 1–32 · hk-fdrc:eligibility-fees;snapshot-utf8:2145:7542 · Quote checked: 2026-10-18 · Quote verified in current snapshot

21. ##### Can I bring a lawyer to the mediation? Unless it is an Extended Eligible Dispute or it is a claim under court proceedings, no legal representative, including in-house lawyer, is allowed to act on behalf of either Party in the Mediation. You can seek legal advice, whenever necessary.　

FDRC — General-public FAQ, addressed questions 1–32 · hk-fdrc:lawyers;snapshot-utf8:13978:14279 · Quote checked: 2026-10-18 · Quote verified in current snapshot

## About Mediation 14. ##### What is mediation? Mediation is an alternative dispute resolution (ADR) method employed in many places in the world to resolve differences, conflicts and disputes. It is a structured process comprising one or more sessions in which one or more impartial mediators without adjudicating a dispute, assist the parties to do any or all of the following— 1. identify the issues in dispute; 2. explore and generate options; 3. communicate with one another; 4. reach an agreement regarding the resolution of the whole, or part, of the dispute. Any negotiated outcome reached during mediation should be acceptable to both (or all) parties and recorded as a mediated settlement agreement which is binding as a contract. The FDRC provides a standard process of appointing a mediator for the parties and will provide administrative support in the mediation process. Top   15. ##### What areas of disputes will mediation be useful? In general, mediation is useful for most kinds of disputes including workplace, healthcare, family, commerce and finance, land redevelopment, school, contractual and personal injury disputes. Top   16. ##### What are the advantages of mediation? As mediation is confidential, parties in dispute, through the assistance of a mediator can resolve their differences more cost effectively and in a timely manner. The process of mediation is flexible and can be structured to cater for the interests and needs of the parties. The parties are able to decide the terms of their settlement. Top   17. ##### Will a mediator impose terms of settlement for the parties in dispute? No. A mediator is impartial and will facilitate the parties to negotiate. A mediator will not impose any terms of settlement on the parties. The mediator will identify the interests and concerns of each party and facilitate the parties' negotiation of a settlement agreement that addresses their interests.

FDRC — General-public FAQ, addressed questions 1–32 · hk-fdrc:mediation;snapshot-utf8:10906:12879 · Quote checked: 2026-10-18 · Quote verified in current snapshot

  11. ##### What kind of documents do I have to submit in order to make an application for FDRC services? With reference to the Terms of Reference (Jan 2018), if you are an EC, you must　first make a written complaint to the FI about your monetary loss. Once you receive a final written reply from the FI or there is no final written reply from the FI after 60 days from the time you made a written complaint, you may come to the FDRC. You may submit an Application Form and a copy of all your supporting documents including:- Documents showing that you are an EC (e.g. account statements); Documents showing the provision of financial services (e.g. transaction records, written complaint filed with the FI, final written reply from the FI); and Documents supporting your monetary claim (e.g. promotional flyer of the FI). For limited companies, please also provide the following latest financial year end statement: 1. certified true copy of Business Registration Certificate and NAR1 form of the Company Registry; 2. certified true copy of MPF or employee insurance statement; 3. audited financial statement; and 4. other information as deemed appropriate by the Applicant. For partnerships, please also provide the following latest financial year end statement: 1. certified true copy of Business Registration Certificate and Business Registration Form of the Inland Revenue Department; 2. certified true copy of MPF or employee insurance statement; 3. audited or certified financial statement; and 4. other information as deemed appropriate by the Applicant. For overseas companies and other variations, documents of equivalent effect and/or professional certifications to prove the meeting of the criteria are required to be submitted. If you are an FI, you must submit an Application Form together with the consent from your customer and a copy of all your supporting documents. Top   12. ##### Is there any time limitation for applying services under the FDRS? The claim is made within the following calendar months from the date of the purchase of the Financial Services, or the date on which the EC first had knowledge that he suffered monetary loss arising out of the Financial Services, whichever is the later: | Date of 1st knowledge of loss | Limitation Period | Type of Dispute 1 | before 1 January 2018 | 12 Calender months | Eligible Dispute 2 | on or after 1 January 2018 | 24 calendar months | Standard Eligible Dispute* 3 | on or after 1 January 2018 | Over 24 calendar months | Extended Eligible Dispute* *The implementation of terms in relation to SE is effective from 1 July 2018. Top   13. ##### Why the claim is set to be made within 24 calendar months from the date of the purchase of the Financial Services, or the date on which the EC first had knowledge that he suffered monetary loss arising out of the Financial Services, whichever is the later, under the FDRS on or after 1 January 2018? The 24 months was set as a reasonable time limit as both parties would be likely to have a better memory of their disputes and their documentary proofs would be more easily identifiable. Under the current securities regulations, contract notes as well as other records and documents are required to be kept for a period of 24 months.

FDRC — General-public FAQ, addressed questions 1–32 · hk-fdrc:time;snapshot-utf8:7547:10893 · Quote checked: 2026-10-18 · Quote verified in current snapshot

* Financial Disputes Resolution Centre (FDRC) A non-profit making organisation established to administer an independent, impartial, transparent, efficient and affordable financial dispute resolution scheme providing mediation and arbitration services as an alternative to litigation, in order to facilitate the resolution of monetary disputes between financial institutions and their customers in Hong Kong.

HKMA glossary — Financial Disputes Resolution Centre · hk-fdrc:mandate;snapshot-utf8:113:525 · Quote checked: 2026-10-18 · Quote verified in current snapshot

## Objectives A customer having a dispute with a financial institution involving monetary loss may lodge a complaint with the relevant financial institution or report the case to the regulators such as the Hong Kong Monetary Authority (HKMA) or the Securities and Futures Commission (SFC). While the regulators may examine the conduct and practices of the financial institution, they do not adjudicate on any financial remedy for the customer. Hence, the customer may have to take the monetary claim through the court system. The objective of the FDRS is to provide customers with an alternative avenue which is independent and affordable for resolving monetary disputes with the financial institution amicably and in a timely manner by way of primarily “mediation first and arbitration next”. ## Membership The FDRS is administrated and operated by the FDRC. A major feature of the scheme is that all financial institutions which are authorized by the HKMA or licensed by/registered with the SFC (except those institutions which only provide credit rating services) are required to join the scheme as members, such that they are obligated to enter into mediation and arbitration in respect of an Eligible Dispute. There are more than 2,000 financial institution members of the FDRS. Top     ## Who are eligible to use services under the FDRS ? In accordance with Terms of Reference (Jan 2018), an Eligible Claimant is an individual, a sole proprietor or a small enterprise (SE)* who: * had/has customer relationship with a member of FDRS; or * has been rendered any financial services by any member of FDRS. * SE means a limited company or a partnership, and in accordance with SEs or its groups latest financial year end statement has: 1. an annual turnover not exceeding HK$50 million; and 2. gross assets not exceeding HK$50 million; and 3. not more than 50 employees in Hong Kong. In accordance with Terms of Reference (Feb 2014), an Eligible Claimant is an individual or a sole proprietor. ## Disputes that can be brought before the FDRC is one which: * involves an Eligible Claimant (”EC”) and a member of the FDRS; * is of monetary nature; * must arise out of a contract between the EC and the FI that was entered into or arose in Hong Kong, or any act or omission of the FI in connection with the provision of a Financial Service to an EC where the FI acted as an agent. In accordance with Terms of Reference (Jan 2018), the FDRC may handle claims whose date of first knowledge of loss by the claimant falling on or after 1 Jan 2018. The terms in relation to Small Enterprises are effective from 1 Jul 2018. The claim may be up to HK$1,000,000 and/or within the 24 months limitation period from the date on which the claimant first had knowledge of his/her loss.(”Standard Eligible Disputes”) Subject to the parties’ consent, the FDRC may handle cases with a claim exceeding HK$1,000,000 and/or beyond the 24 months limitation period. (”Extended Eligible Disputes”) Terms of Reference (Feb 2014) applies for claims from individuals or sole proprietors, whose first knowledge of loss before 1 Jan 2018. The maximum claimable amount is HK$500,000 and the limitation period is 12 months. FDRC’s criteria for accepting and rejecting applications is set out more fully in the FDRS Guidelines on Intake Criteria of Cases (2014) and FDRS Guidelines on Intake Criteria of Cases (TOR 2018) You are welcome to attend our Free Public Enquiry Meeting by appointment. During the Free Public Enquiry Meeting, the enquirer would get to know more about our services and how mediation and/or arbitration can help to solve their dispute.

FDRC — Financial Dispute Resolution Scheme scope · hk-fdrc:membership-scope;snapshot-utf8:108:3797 · Quote checked: 2026-10-18 · Quote verified in current snapshot

If the DAR can be complied with by redacting the data relating to the third parties (e.g. names or other identifying particulars), there is no valid reason for a data user to refuse to comply with such a DAR²². On the other hand, even though it is possible for the identity of the third party to be ascertained by deduction or inference despite the redaction of his name and other identifying particulars, it is not a valid justification to refuse compliance with the DAR. If a data user is unable to comply with the DAR within 40 days If a data user is unable to comply with a DAR within 40 days (e.g. the requested data is voluminous or if the DAR fee was received close to the expiry of the 40 days so that more time is required for the data user to comply with the DAR), the data user should give the requestor a written notification of the situation with reasons within the 40-day period and comply with the DAR to the extent, if any, that the data user is able to comply with the DAR²³. The data user is required to comply fully with the DAR as soon as practicable thereafter²⁴. Hence, if the data user is able to comply partially with DAR within the 40-day period, the data user is required do so within the period under section 19(2) of the Ordinance²⁵. Charge for complying with a DAR A data user may impose a fee for complying with a DAR which should not be excessive²⁶. The data user should clearly inform the requestor what fee, if any, will be charged as soon as possible and in any event not later than 40 days after receiving the DAR. A data user is entitled to refuse to comply with a DAR unless and until the fee imposed has been paid²⁷. Calculation of DAR fee A data user should not charge a fee on a commercial basis. Any fee that exceeds the costs of compliance will be considered excessive²⁸. A data user should refrain from imposing an excessive fee to deter an individual from making a DAR so as to avoid its statutory obligation to comply with the DAR. The costs of compliance may vary with the scope and complexity of the DAR in question. In most circumstances, the costs of compliance will be nominal.

PCPD — Data access request guidance, partial disclosure and fees · hk-data:dar-partial-fee;snapshot-utf8:0:2156 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Although compliance with such request may be refused as it is not made on the specified form⁹, data users are strongly advised to respond to the request if it substantially sets out the scope and details of the requested personal data because reliance on such ground of refusal is merely technical and the requestor may simply lodge another DAR using the DAR Form. Normally, an individual will not simply wish a data user to confirm to him whether it holds his personal data. He will go further to ascertain what data is held, and whether the data is accurate. Hence, if an individual asks a data user whether it holds his personal data, the data user may treat this as including a request to supply him with a copy of the personal data unless there is contrary evidence that the requestor does not wish to obtain a copy¹⁰. ### Complying with a DAR #### Check the identity of the requestor A data user should ascertain the identity of the requestor. If in doubt, a data user may require the requestor to provide his identity proof. For a DAR made by a “relevant person”, the requestor should provide the data user with sufficient information as to his identity as follows: - Written authorisation signed by the data subject; - Evidence showing the requestor’s parental relationship if the data subject is a minor (e.g. copy of birth certificate); - Evidence showing the requestor’s appointment by the court to manage the affairs of the data subject who is incapable of managing his own affairs; or - Evidence showing that the requestor is the appointed guardian of the data subject under the Mental Health Ordinance. If a data user cannot reasonably ascertain the identity of the data subject or establish the relationship between the requestor and the data subject, the data user should refuse to comply with the DAR¹¹. #### Response to a DAR within 40 days Except where there are valid grounds for refusal falling within section 20 of the Ordinance, a data user is required to supply a copy of the requested data to the requestor within 40 calendar (not working) days after receiving it¹².

PCPD — Data access request guidance, identity and authority · hk-data:dar-identity;snapshot-utf8:0:2117 · Quote checked: 2026-10-18 · Quote verified in current snapshot

5. You may charge a fee for complying with a data access request, but section 28(3) of the PDPO provides that “no fee imposed for complying with a data access request shall be excessive”. The PDPO does not define the meaning of “excessive” with regard to imposing a data access request fee. According to the principle laid down in the decision of Administrative Appeal No. 37/2009, a data user is only allowed to charge the requestor for the costs which are “directly related to and necessary for” complying with a data access request. 6. You shall refuse to comply with a data access request – (a) if you are not supplied with such information as you may reasonably require – (i) in order to satisfy you as to the identity of the requestor; (ii) where the requestor purports to be a relevant person, in order to satisfy you – (A) as to the identity of the individual in relation to whom the requestor purports to be such a person; and (B) that the requestor is such a person in relation to that individual; (b) subject to section 20(2) of the PDPO, if you cannot comply with the request without disclosing personal data of which any other individual is the data subject unless you are satisfied that the other individual has consented to the disclosure of the data to the requestor; or 2 Form OPS003 (revised 09/2012)

PCPD — Data access request fee notice questions and answers · hk-data:dar-fee-refusal;snapshot-utf8:1824:3164 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Important Notice to Data User 1. You are required by section 19(1) of the PDPO to comply with a data access request within 40 days after receiving the same. To comply with a data access request means: (a) if you hold the requested data, to inform the requestor in writing that you hold the data and supply a copy of the data; or (b) if you do not hold the requested data, to inform the requestor in writing that you do not hold the data (except that the Hong Kong Police may inform the requestor orally if the request is whether it holds any record of criminal conviction of an individual). A mere notification given to the requestor to collect the requested data or a note sent to the requestor for payment of a fee is insufficient. In complying with the request, you should omit or otherwise not disclose the names or other identifying particulars of individuals other than the data subject. 2. If you are unable to comply with the data access request within the 40-day period, you must inform the requestor by notice in writing that you are so unable and the reasons, and comply with the request to the extent, if any, that you are able to within the same 40-day period, and thereafter comply or fully comply, as the case may be, with the request as soon as practicable (see section 19(2) of the PDPO). 3. If you have a lawful reason for refusing to comply with the request pursuant to section 20 of the PDPO, you must give the requestor written notification of your refusal and your supporting reasons within the same 40-day period (see section 21(1) of the PDPO).

PCPD — Data access request fee notice questions and answers · hk-data:dar-notice;snapshot-utf8:0:1573 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Proper Handling of Data Access Request and Charging of Data Access Request Fee by Data Users This guidance note covers the following four areas: 1 What is a data access request (“DAR”)  A DAR in general is a request made by an individual (“requestor”) to request a data user to supply him with a copy of his personal data. 2 Complying with a DAR  When a data user receives a DAR, it should: ascertain the identity of the requestor; assess whether it holds the relevant personal data.  If the data user holds the relevant personal data, it should supply a copy of the requested data in an intelligible form and within 40 calendar days after receiving the DAR.  If the data user does not hold the requested data, it is still required to inform the requestor in writing within the 40-day time limit that it does not hold the data.  If the data user is unable to comply fully with the DAR within the 40-day time limit but is able to comply partially with the DAR within that period, the data user is required to comply partially with the DAR before the 40-day period and as soon as practicable thereafter comply fully with the DAR. 3 Charge for complying with a DAR 

PCPD — Data access request guidance summary · hk-data:dar-summary;snapshot-utf8:0:1231 · Quote checked: 2026-10-18 · Quote verified in current snapshot

Filing your complaint directly with your bank’s regulator is the most efficient way to have your concerns addressed. Use the FDIC’s BankFind tool to discover who supervises your bank and file your complaint directly with that agency for a faster response. If your concerns involve a brokerage firm, file your complaint directly with FINRA. Complaints involving securities, investments, or cryptocurrency should be filed with the U.S. Securities and Exchange Commission. If you are still unsure of the correct agency to submit your concerns to, you may file your complaint here and we’ll refer it for you or provide information on how to file a complaint with the appropriate agency.

Federal Reserve Consumer Help — regulator routing · fed-complaints; snapshot-utf8:482:1170 · Quote checked: 2026-10-17 · Quote verified in current snapshot

If you have a problem with your national bank or federal savings association, or believe you have been unfairly debanked or discriminated against by your bank due to your political or religious beliefs or lawful business activities, and want to submit a complaint, the Office of the Comptroller of the Currency's (OCC) Customer Assistance Group may be able to help. The OCC regulates national banks and federal savings associations. Some issues that we cannot help with are: Give legal advice; Act as a court of law or as an attorney on your behalf; Become involved in matter that has been litigated or is being litigated; Advocate for either party; or Seek monetary compensation. (Note: If you are an OCC employee or bank employee with concerns about your employer, please see Whistleblower Reporting.) Follow the steps below to learn about our complaint process. 1. Before You File Try to resolve your issue directly with your bank first. Check our Help Topics page to see if any of the topics address your issue. 2. Check to Make Sure We Regulate Your Bank We can only assist customers of national banks and federal savings associations regulated by the Office of the Comptroller of the Currency (OCC), and we can only assist with areas under our supervisory jurisdiction. There are other types of banks that are regulated by other agencies. It is important to make sure that your bank is regulated by the OCC before seeking our assistance. Who regulates my bank? If the OCC does not regulate your bank, please file your complaint with one of the following agencies, as appropriate: Consumer Financial Protection Bureau (CFPB) Federal Deposit Insurance Corporation (FDIC) Federal Reserve Board (FRB) National Credit Union Administration (NCUA) Conference of State Bank Supervisors (CSBS) Still unsure who regulates your bank? Contact us for help.

OCC HelpWithMyBank — File a Complaint · occ-complaints; snapshot-utf8:763:2633 · Quote checked: 2026-10-17 · Quote verified in current snapshot

# Your company’s role in the complaint process The Office of Consumer Response routes complaints to companies through a secure Company Portal, where you can review and respond. Learn more about each step and how these responses are used to identify problems in the marketplace. ### 1. Complaint submitted Consumer submits a complaint about a consumer financial product or service provided by your company, or a government agency refers such a complaint to the CFPB. ### 2. Route The CFPB screens the complaint to ensure it is complete, then sends it to your company portal. ### 3. Company responds Your company reviews the complaint, communicates with the consumer as appropriate, and determines what actions to take in response. Your company provides a response within 15 calendar days. If your response is not final, let us know. Your company will then have up to 60 calendar days to provide a final response. Your company’s response includes: * Steps you’ve taken to respond to the complaint. Your company details the substance of your response, including a description of your communications with the consumer and copies of relevant written communications with the consumer. * Communication(s) from the consumer. Your company describes and attaches any communications from the consumer responding to the steps your company has taken. * Follow-up actions or planned follow-up actions. Your company describes any follow-up actions your company is taking or is planning to take in continuing response to the complaint. * A category that captures your response. Your company selects the category that summarizes your response. Where appropriate, your company can select a category to alert the CFPB that your company cannot respond.

CFPB — Company complaint response process · us-cfpb:company-clock;snapshot-utf8:0:1758 · Quote checked: 2026-10-18 · Quote verified in current snapshot

# Learn how the complaint process works Your complaint goes through several steps that help you get a response and help us identify problems in the marketplace. Image ### 1. Complaint submitted You submit a complaint, or another government agency forwards your complaint to us. You will receive email updates and can check the status of your complaint. Image ### 2. Route We'll send your complaint directly to the company so it can review the issues in your complaint. If we find that another government agency would be better able to assist, we will send your complaint to them and let you know. Image ### 3. Company response The company will communicate with you as needed and respond to the issues in your complaint. Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. Image ### 4. Complaint published We publish information about your complaint (without information that directly identifies you) in our public Consumer Complaint Database. Learn more about how we share complaint data . Image ### 5. Consumer review We will let you know when the company responds. You’ll be able to review the company’s response and will have 60 days to provide feedback about the company's response.

CFPB — Consumer complaint process · us-cfpb:consumer-process;snapshot-utf8:226:1533 · Quote checked: 2026-10-18 · Quote verified in current snapshot

# Consumer complaint program Learn how to access and respond to consumer complaints about your company. Congress directed the Bureau to collect, monitor, and get responses to complaints about financial products and services. Since 2011, the CFPB's Office of Consumer Response has worked to get consumers timely responses from more than 6,100 financial companies. ### On this page * Learn about the complaint process * Respond to complaints about your company * Get complaint data and insights ## Learn about the complaint process ### Understand your company's role in the complaint process Each consumer complaint goes through a five-step process. Learn about each step so you know what to expect, how to respond, and how complaints are reviewed, shared, and published. Learn more about the complaint process ### See the types of complaints we send to companies We send consumers’ complaints about consumer financial products and services—including complaints referred to the CFPB by prudential regulators and other government agencies—to the CFPB-supervised bank or credit union or to the nonbank identified by the consumer. Review the list of complaint types we send to companies ## Respond to complaints By statute, a primary function of the CFPB is to collect, investigate and respond to consumer complaints. Companies receive and respond to these complaints through the Company Portal, a secure online environment that protects consumer privacy and the confidentiality of company responses. ### CFPB-supervised banks and credit unions The CFPB sends complaints to banks or credit unions supervised by the CFPB. We refer complaints about banks and credit unions that are not supervised by the CFPB to the appropriate prudential federal regulator. View list of CFPB-supervised banks and credit unions ### Nonbank financial institutions If you are a nonbank that provides consumer financial products and services, respond to complaints submitted to the CFPB by your customers by first getting access to your Company Portal. ### Sign up to address complaints Complete and submit the boarding form. Once we process your form, users authorized by your company will be able to log in using their company email address. * Sign up for the Company Portal ### Login to respond to complaints The CFPB expects companies to provide complete, accurate, and timely responses tailored to the issues described in each consumer’s complaint, generally within 15 calendar days. * Login to the Company Portal ## Get complaint data and insights How we monitor company responses Consumer Response analyzes consumer complaints, company responses, and consumer feedback to assess whether companies are providing accurate, complete, and timely responses. This includes: * Reviewing cohorts of complaints and company responses to assess the accuracy, timeliness, and completeness of an individual company’s responses. * Conducting text analytics to identify emerging trends and statistical anomalies in large volumes of complaints. * Analyzing complaint volume across time and by product, issue, geographic area, as well as by self-identified characteristics, such as servicemember status and age. How complaint data is used Consumers’ complaints and companies’ responses provide the Bureau with important information about the types of challenges consumers are experiencing and the effectiveness of a company’s compliance management system. * Read Annual Report to Congress How complaints are shared with other regulators Consistent with applicable law, the CFPB securely shares complaint information with other federal, state, and local agencies, including licensing authorities, to, among other things, facilitate supervision and enforcement activities and monitor the market for consumer financial products and services.

CFPB — Consumer complaint program and institutional routing · us-cfpb:program;snapshot-utf8:0:3872 · Quote checked: 2026-10-18 · Quote verified in current snapshot

4.8. Conduct of review by the Appeals Committee and Insurance Dispute Resolution Committee 4.8.1. Any party to the Complaint may refer the Determination made by the Ombudsman Unit to the Appeals Committee for Complaints against Licensed Financial Institutions or to the Insurance Dispute Resolution Committee for Complaints against Insurance Companies, for further analysis and review. 4.8.2. The request for an appeal by either party shall be made within 30 complete business days from the issue of Determination by the Ombudsman Unit, failing which the Determination shall be considered final and enforceable. 4.8.3. The Ombudsman Unit shall refer the Complaint file to the Appeals Committee or the Insurance Dispute Resolution Committee within a reasonable timeframe 4.8.4. Parties to the Complaint shall be notified of the status of referring the Complaint to the Appeals Committee or the Insurance Dispute Resolution Committee. 4.9 Determination by the Appeals Committee 4.9.1. On completing a review of a Complaint relating to a Licensed Financial Institution, the Appeals Committee shall make a Determination, in Writing, that the Complaint: 1. is upheld;   2. is partially upheld, or;   3. is rejected.   4.9.2. A Complaint may be found to be upheld, or partially upheld on one or more of the following grounds where the conduct complained of, under Article 4.1: 1. was contrary to applicable Central Bank Regulations;   2. was deceptive, misleading, fraudulent or unfair, in its application to the Complainant;   3. was previously found to be unlawful by a court or authorized regulatory body;   4. was based wholly or partly on an improper motive, an irrelevant ground or an irrelevant consideration;   5. was not provided with satisfactory explanation by the Licensed Financial Institution.   6. was otherwise contrary to the principles of the Consumer Protection Regulation, and its accompanying Standards.   4.9.3. A Determination of the Appeals Committee under this Article shall be communicated in Writing to the parties by the Appeals Committee and such Determination shall include the following: 1. the Determination;   2. the grounds for the Determination; and   3. any direction or recommendation. 4.10 Finalization of Determinations 4.10.1. Where a Complaint is upheld or partially upheld, the Ombudsman Unit, or in the case of an Appeal, the Appeals Committee or the Insurance Dispute Resolution Committee, may direct the Licensed Financial Institution or Insurance Company to do one or more of the following: 1. review, rectify, mitigate and / or change the conduct complained of or its consequences;   2. provide reasons or explanations for that conduct;   3. change a practice relating to that conduct;   4. recommend to pay a reasonable amount for any actual loss / harm that occurred as a result of the conduct complained of.   4.10.2. The Ombudsman Unit, or in the case of an Appeal, the Appeals Committee or the Insurance Dispute Resolution Committee shall give a copy of the Determination under this Article to: 1. the Complainant, and   2. the Licensed Financial Institution or Insurance Company to which the Complaint relates   4.10.3. Where the Determination under this Article contains a direction or recommendation, the Licensed Financial Institution or Insurance Company concerned: 1. shall comply with the direction or recommendation within such period as is specified in the direction or recommendation, or within such extended period as determined by the Ombudsman Unit, the Appeals Committee or the Insurance Dispute Resolution Committee, and;   2. shall not later than 14 business days after the end of that period or extended period, notify in Writing to the Ombudsman Unit, the Appeals Committee or the Insurance Dispute Resolution Committee of action taken to be in compliance with the direction or recommendation.   4.11 Enforceability of Requests / Determination by the Ombudsman Unit or/and Appeals Committee 4.11.1. Where a Licensed Financial Institution or Insurance Company fails or refuses to comply with any request by or the Determination by the Ombudsman Unit or the Appeals Committee within the period stipulated under Article 4.10.3, the Ombudsman Unit or the Appeals Committee, as applicable, will report the case to the Central Bank for inquiry into the case and necessary enforcement action, as deemed appropriate.

Central Bank of the UAE rulebook — Article 4, Complaint resolution · ae-sanadak:regulation-decisions;snapshot-utf8:14698:19150 · Quote checked: 2026-10-18 · Quote verified in current snapshot

4.1 Eligible Complaints 4.1.1. The Ombudsman Unit may accept Complaints in relation to the conduct of a Licensed Financial Institution or an Insurance Company, involving: 1. the provision of a service or product or an offer to provide a service or product by the Licensed Financial Institution or Insurance Company;   2. a failure by the Licensed Financial Institution or Insurance Company to provide a particular service or product requested by the Complainant, due to reasons that discriminate on the grounds of family or socio-economic status, gender or being a member of a Minority Group;   3. an alleged financial loss or harm to a Complainant through any deceptive, misleading, fraudulent or unfair conduct by or on behalf of the Licensed Financial Institution or Insurance Company.   4.1.2. The Ombudsman Unit can reject a Complaint, where: 1. the conduct giving rise to the Complaint is or has been the subject of legal proceedings before a Court in the State ;   2. the Complaint has not been raised or properly communicated to the Licensed Financial Institution or Insurance Company concerned ;   3. the Complainant has not provided at least 30 complete business days’ response time, or such other time limit as may be prescribed by the Central Bank for the Licensed Financial Institution or Insurance Company, to provide a final response in Writing to the Complaint ;   4. the Complaint relates to a matter that occurred outside the time limits as specified in Article 4.4 ;   5. the Complaint materially relates to a Licensed Financial Institution or Insurance Company's risk management, internal pricing policy or AntiMoney Laundering policies and practices; or   6. the Complaint has already been settled between the Complainant and the Licensed Financial Institution or Insurance Company.   4.1.3. The Complaint may be made by any Complainants having an interest in the subject matter of the Complaint. The Ombudsman Unit may consider the subject matter of a Complaint without the participation of one or more Complainants that may be affected by the subject matter of the Complaint. 4.1.4. The Ombudsman Unit shall publish the acceptable format for filing Complaints on its website or by way of other communications generally available to the public. 4.1.5. The Complainant may withdraw the Complaint at any time by giving a formal notice of withdrawal, in Writing, to the Ombudsman Unit. The Ombudsman Unit shall, within 5 business days, notify the Licensed Financial Institution or Insurance Company about the withdrawal of the Complaint by the Complainant. 4.1.6. The Ombudsman Unit may refuse to accept or may discontinue a review of a Complaint, where in the opinion of the Ombudsman Unit: 1. the Complaint is frivolous or vexatious or was not made in good faith;   2. the Complainant has no vested interest or an insufficient interest in the conduct complained of ;   3. the Complaint is or was subject to Court proceedings or the subject matter of the Complaint is of such a degree of complexity or is about the legitimate exercise of commercial judgment that the Courts are a more appropriate forum;   4. the Complaint was previously considered by the Ombudsman Unit, unless material new evidence has since become available and the Ombudsman Unit is satisfied that the new Information warrants treating it as a new Complaint;   5. the Licensed Financial Institution or Insurance Company are offering a reasonable amount for the actual loss / harm suffered by the Complainant.   4.1.7. The decision of the Ombudsman Unit will be final with respect to the Ombudsman Unit’s jurisdiction and acceptance of Complaints. 4.1.8. The Ombudsman Unit may make preliminary inquiries before deciding whether a Complaint should be reviewed. It may request either party to the Complaint to provide further particulars of the Complaint in Writing, within a period not exceeding 10 business days. 4.1.9. Within 5 business days after deciding not to review or to discontinue a review of a Complaint, the Ombudsman Unit shall inform the Complainant, Licensed Financial Institution and Insurance Company in Writing of the decision and the reasons for it. 4.1.10. The Ombudsman Unit shall keep the parties to the Complaint informed, as to the progress of the review. 4.1.11. The Ombudsman Unit shall have the capability to communicate with the Complainants in English or/and Arabic language, as preferred by the Complainant. 4.1.12. The Ombudsman Unit shall allocate the jurisdiction of the Complaint to Licensed Financial Institution or Insurance Company, as the case may be, at the beginning of the Complaint resolution process. 4.1.13. The Ombudsman Unit shall obtain from Complainants, appropriate consent concerning the release and treatment of confidential Information related to the Complainants. 4.2 Financial Inclusion 4.2.1. The Ombudsman Unit shall have provisions in place to handle Complaints from vulnerable groups and People of Determination in its Complaints resolution process. 4.2.2. The Chief Ombudsman shall have the power to waive all Fees in cases where the Complainants have little or no means of their own.

Central Bank of the UAE rulebook — Article 4, Complaint resolution · ae-sanadak:regulation-scope;snapshot-utf8:91:5291 · Quote checked: 2026-10-18 · Quote verified in current snapshot

4.4 Time limits 4.4.1. A Complaint shall be made to the Ombudsman Unit within whichever of the following periods is the last to expire: 1. 3 years from the date of the conduct giving rise to the Complaint;   2. 2 years from the date on which the Person making the Complaint became aware of the conduct giving rise to the Complaint.   4.4.2. For the purposes of Article 4.4.1: 1. conduct that is of a continuing nature is taken to have occurred at the time when it stopped and conduct that consists of a series of acts or omissions is taken to have occurred when the last of those acts or omissions occurred; and   2. conduct that consists of a single act or omission is taken to have occurred on the date of that act or omission.   4.4.3. If the Ombudsman Unit considers it fair to do so, it may review a Complaint it receives later than the timelines mentioned under Article 4.1.1. In assessing the fairness of doing so, the Ombudsman Unit will consider, among other things : 1. whether, and in what manner, the Licensed Financial Institution or the Insurance Company notified the Complainant of the right to bring a Complaint to the Ombudsman Unit, including whether any written notice provided by the Licensed Financial Institution or the Insurance Company sufficiently specified the timelines within which the Complainant has the right to bring a Complaint to the Ombudsman Unit and whether the Licensed Financial Institution or the Insurance Company adhered to any Complaint handling requirements that may apply ;   2. the extent to which the Complainant and the Licensed Financial Institution or the Insurance Company were occupied with negotiations for the resolution of the Complaint during the timelines stipulated in Article 4.1.1; and   3. whether the Complainant was subject to extraordinary circumstances.   4.4.4. Within 12 months from the date of implementation of the Ombudsman Unit or as otherwise provided for by the Central Bank, the Ombudsman Unit shall publish performance standards related to: 1. Turnaround time by Ombudsman Unit with respect to acknowledgement of receipt of Complaint to the Complainant ;   2. Time limit by which parties to a Complaint shall appeal the Determination to the Appeals Committee or Insurance Dispute Resolution Committee;   3. Time limit by which the Ombudsman Unit shall provide a report, after the Ombudsman Unit , Appeals Committee or Insurance Dispute Resolution Committee has provided a Determination;   4. Time limit for the Licensed Financial Institutions and Insurance companies to settle the Complaint.

Central Bank of the UAE rulebook — Article 4, Complaint resolution · ae-sanadak:regulation-time;snapshot-utf8:7693:10301 · Quote checked: 2026-10-18 · Quote verified in current snapshot

### Eligibility Criteria 1. Are you filing the complaint as a natural person, sole proprietor or small to medium sized enterprise? Yes No 2. Is your financial or insurance complaint currently being handled by a court? Yes No 3. Have you previously filed one or more complaints on the same issue? Yes No 4. Did you file an official complaint with your LFI/Insurance Company? Yes No 5. Have 15 calendar days elapsed after the date you submitted the complaint and either; no written response was sent to you, or you received a response but you are not satisfied with it? Yes No

Sanadak — Complaint eligibility · ae-sanadak:intake-persons;snapshot-utf8:775:1359 · Quote checked: 2026-10-18 · Quote verified in current snapshot

### Eligibility Criteria Sanadak may accept complaints related to the conduct of a Licensed Financial Institution (LFI) or Insurance Company involving: 1. The provision of a service or product or an offer to provide a service or product by the LFI or Insurance Company. 2. A failure by the LFI or Insurance Company to provide a particular service or product requested by the complainant due to reasons that discriminate based on family or socio-economic status, gender, or being a member of a minority group. 3. An alleged financial loss or harm to a complainant through any deceptive, misleading, fraudulent, or unfair conduct by or on behalf of an LFI or Insurance Company. Image: Eligibility Criteria ### Rejection criteria Sanadak may reject complaints related to a Licensed Financial Institution (LFIsu) or Insurance Company in the following scenarios: 1. Consumer didn't raise an official complaint with the related LFI or Insurance Company before raising the complaint with Sanadak. 2. Consumer didn't wait 15 calendar days after the complaint had been raised with the LFI or for Insurance Company. 3. Complaints that are identical in nature. 4. Consumer complaint is being dealt with by a court of law. 5. Complaint is outside the Central Bank's regulatory mandate. 6. Complaint materially relates to an LFI or Insurance Company's risk management, internal pricing policy, or anti-money laundering policies and practices. 7. Complaint has already been settled between the complainant and the LFI or Insurance Company.

Sanadak — Complaint eligibility · ae-sanadak:intake-rules;snapshot-utf8:2351:3899 · Quote checked: 2026-10-18 · Quote verified in current snapshot

#### What should a consumer do before escalating a complaint to Sanadak? Before escalating a complaint to Sanadak, a consumer should first raise the issue with the relevant Licensed Financial Institution (LFIs) or Insurance Company. They should wait for 30 calendar days for a response. Additionally, the complaint should not be a duplicate of another active complaint, nor should it be currently heard in a court of law. Lastly, the complaint must be against an LFIs or Insurance Company licensed by the Central Bank of the UAE.

Sanadak — Frequently asked questions · ae-sanadak:faq-wait;snapshot-utf8:8570:9100 · Quote checked: 2026-10-18 · Quote verified in current snapshot

#### Does Sanadak charge for filing a complaint? Complaints are free to file for Consumers and SMEs. However, a charge for appealing the decision, which is AED 500 per appeal, is applied to the appellant. #### If my complaint is rejected, will my fees be refunded? Sanadak does not charge for initial complaints. Appeals fees will be refunded when the determination of the complaint is in favor of the appellant. #### When can I file a complaint? Complaints may be filed up to three years from the date of the conduct that generated the complaint or up to two years from the date the consumer became aware of the conduct, whichever is longer. Some exceptions to this may be considered based on the circumstances. #### Can I file a complaint with the courts instead of Sanadak? For Complaints against Licensed Financial Institutions, complainants can go directly to court. For complaints against Insurance Companies, complainants have to complain to Sanadak first and not to the courts. However, the courts may inform their decisions based on Sanadak’s detailed case investigation.

Sanadak — Frequently asked questions · ae-sanadak:fees-limits;snapshot-utf8:4274:5363 · Quote checked: 2026-10-18 · Quote verified in current snapshot