Cap. 555 Art. 21AComplaint to a financial services provider.

(1) A financial services provider shall be bound to follow such procedures that it is subject to for responding to a complaint and shall be bound to provide a final reply to the complainant in writing by not later than fifteen (15) working days from when the complaint is registered in writing with the financial services provider:

Provided that, if due to exceptional circumstances beyond the control of the financial services provider, a final reply to a complaint cannot be given within such fifteen (15) working days, the financial services provider shall:

(i) inform the complainant about the reasons for the delay; and

(ii) provide an indication as to when a final reply is likely to be provided.

In such an event, a final reply shall be provided within thirty-five

(35) working days from the receipt of a complaint in writing.

(2) A final reply shall include clear information about the complainant’s right to refer a complaint to the Arbiter with complete contact details of the Office of the Arbiter for Financial Services and that time limits may apply for bringing such a complaint to such dispute resolution mechanism.