What happens if we cannot reach a mutually agreed resolution?
If the complaint is not resolved in the Investigation phase, CIO will then refer the complaint to the Ombudsman for a Determination.
The Ombudsman will decide what procedure to adopt in determining the complaint, in a manner which is fair to both the FSP and the consumer. This usually involves considering a complaint based on the documentary evidence supplied or in exceptional cases by holding a hearing.
If a hearing is conducted, the Ombudsman will give direction as to how the hearing will be conducted and if any legal representation is required. The Ombudsman may also request relevant information or documentation be provided.