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Quality Committee ToR 27 07 22 (pdf) 

Published 04/08/2022    Last updated 02/12/2022

Register of persons with significant interest (pdf) 

Published 18/05/2019    Last updated 22/06/2019

Strategic measures 2021/22 summary (pdf) 

Published 08/04/2021    Last updated 12/04/2021

Trade association steering group minutes - May 2017 (pdf) 

Published 17/09/2020    Last updated 17/09/2020

How to complain 

For consumers

Find out how to bring your complaint to us, and how we can help.

Published 13/02/2019    Last updated 29/07/2024

Case studies 

Decisions and case studies

Browse our case studies to find out more about who we've helped, and what we've done.

Published 05/03/2025    Last updated 05/03/2025

Before we get involved 

For businesses / Resolving a complaint

What you need to do when you receive a customer complaint.

Published 13/02/2019    Last updated 24/10/2023

Time limits for mortgage endowment complaints 

For businesses / Resolving a complaint / Time limits for businesses

Specific time limits that apply for mortgage endowment complaints.

Published 22/02/2019    Last updated 26/01/2021

Early repayment charges 

For businesses / Complaints we deal with / Mortgages

Information for financial businesses on handling and resolving complaints about early repayment charges on residential mortgages.

Published 10/06/2019    Last updated 03/07/2023

Extended warranties 

For businesses / Complaints we deal with / Insurance

Find out how we deal with complaints about extended warranties.

Published 06/03/2019    Last updated 26/01/2021