Code: 4.1.2 · Adults
Aware of the existence of redress mechanisms and how to access them if necessary
Aware of the existence of out-of-court dispute resolution mechanisms, including online alternative dispute resolution tools, and of how to select the most appropriate one
Knows the relevant body in their jurisdiction where a complaint about products and services, including those sold online, can be deposited
Makes a complaint to the relevant department of a financial provider and, in a second step, to the relevant external body when necessary
Confident to make a judgment on the quality of service and protection provided by a financial service provider
Is prepared to seek redress if things go wrong