Complaints Conciliation Service

There are times in any business organization when your customers may feel they have cause for complaint and are dissatisfied with your response. If you need an independent third party to mediate in resolving the complaint before the involvement of the Financial Ombudsman, we provide our members with a Code of Practice Conciliation Service.

The service is directly associated to member’s compliance with the provisions of the CCTA Code of Practice. Complaints against a member who has not adhered to the Code of Practice, cannot be dealt with under the service.

Once a request to conciliate is made, we will attempt to liaise between you and your customer in order to resolve the issue to the satisfaction of all concerned, as quickly as possible.

In the unlikely event that conciliation fails to resolve the complaint your customer may, after a period of eight weeks have elapsed from the date of receipt of the initial complaint, refer the complaint to the Financial Ombudsman (FOS). This option is not available if the act or omission giving rise to the complaint occurred prior to 6 April 2007.