When the complaint is received, it is logged onto the Complaints database, and a complaint reference number is generated that is unique to that complaint. This reference number is provided to the complainant along with information regarding the Complaint Officer that is dealing with the complaint.
The Complaint Officer will then contact the complainant to verify the complaint, and to request any further information if necessary. The complaint will then be forwarded to the credit provider. The credit provider is required to respond to that specific complaint, and to provide the NCR with any supporting documentation that may be needed. The NCR normally gives the credit provider 10 business days to respond. This response time may be changed depending on the severity or nature of the complaint.
When a response has been received, the Complaint Officer will assess the file, and make an objective decision as to whether there has been any contravention by the credit provider. For a simple complaint this process should not take more than 21 business days. However, complaints may take longer to resolve depending on the complexity of the complaint.
Complaints that cannot be resolved by the Complaints Division, or that are of a serious nature are investigated and could potentially be referred to the National Consumer Tribunal for a compliance notice.
Note: the greater the amount of information supplied to the Complaints Division by the consumer regarding the issue under investigation will determine the speediness of the resolution process. |
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