If you are dissatisfied with a firm’s final response, or their explanation of the delay at the end of the eight-week period, you have the right to refer your complaint to the CDRS administered by the QFC Regulatory Authority by submitting the CDRS complaint e-form.

When the CDRS receives your e-form, your complaint will be allocated to a case manager who administers the CDRS process.

The case manager will:

• Acknowledge receipt of your complaint;
• Inform the authorised firm that the matter has been referred to the CDRS and request information and an explanation from the firm; and
• Inform you and the authorised firm about the simple, quick and fair procedures that the CDRS will apply in seeking to resolve your complaint.

The case manager will work to resolve the complaint in a manner that is transparent and fair to both parties. If, after completing the Customer Dispute Resolution Scheme process, your complaint is not resolved to your satisfaction, the case manager will inform you about other available options to resolve the matter. One option is to use an independent adjudicator, who will hear the complaint and determine a fair outcome for the parties.

All complaints lodged with the CDRS will be treated in confidence. The CDRS will not disclose information relating to the complaint unless you, the customer, have given your consent to do so.