Guidance

The ADR directive: Guidance for CMCs handling financial complaints

Guidance for CMCs around when a financial services provider can withhold consent for the ombudsman to look into a complaint

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Details

The Alternative Dispute Resolution directive (ADR) is a new piece of European law. It means that from 9 July 2015 alternative ways of resolving contractual disputes between consumers and businesses will be available much more widely across the UK and the EU.

ADR has changed the grounds on which the Financial Ombudsman Service can look into a complaint if a claims manager (or consumer) has been late in sending it to them. The time limits themselves haven’t changed; but this guidance explains when a financial services provider can withhold consent for the ombudsman to look into a complaint

Published 4 February 2016