Code: 4.1.2 · Adults
Complaints
Descriptors
Knowledge
What you can do at this level
- Kresiliencelarge-majority
Aware of the existence of redress mechanisms and how to access them if necessary
- Kdigitalresiliencedaily-lifelarge-majority
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
- Kdigitalresiliencedaily-lifelarge-majority
Knows the relevant body in their jurisdiction where a complaint about products and services, including those sold online, can be deposited
Skill
What you can do at this level
- Sdaily-life
Makes a complaint to the relevant department of a financial provider and, in a second step, to the relevant external body when necessary
Attitude
What you can do at this level
- Adaily-life
Confident to make a judgment on the quality of service and protection provided by a financial service provider
- Alarge-majority
Is prepared to seek redress if things go wrong
- Learning outcome types
- K — What you need to know: theoretical understanding and factual information.
- S — What you can do: practical and technical abilities.
- A — How you approach things: values, dispositions and behaviours.