- Clients and lenders must be advised of the Code and their right to make a complaint to DEMSA if they are dissatisfied with the service they receive.
- Members must inform clients that they have a written internal complaints procedure which:-
- is accessible and user friendly, and readily available to all their clients and to anyone wishing to make a complaint
- must detail the steps the members will take to investigate complaints
- must advise the complainant who will be responsible for investigating complaints
- ensures a response which is fair and prompt (within ten working days)
- records and keeps details of customers’ complaints and of the action taken in response
- Where applicable members must be prepared to cooperate with local consumer advisers, or any other intermediary consulted or engaged by the client in the event of any dispute.
- Members must inform all clients of their membership of DEMSA and of the existence of the Code of Conduct and DEMSA Complaints Procedure, to enable them to be aware of their rights and remedies if they believe the code has been breached.
- Members must accept the terms of the DEMSA Complaints Procedure and DEMSA Disciplinary Procedures are binding upon them and they shall not be able to refuse to allow a complaint to go before the DEMSA Complaints Procedure, the DEMSA Disciplinary Procedures or to the Financial Ombudsman Service if a client so chooses. Furthermore the member shall be bound to accept a judgement made under the procedures
- In addition to complaints lodged by clients and/or lenders, any action committed by a member which may be construed as bringing DEMSA into disrepute will be considered as a disciplinary matter and dealt with in accordance with the DEMSA Disciplinary Procedures.
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