How does a dispute resolution scheme work?
Up one level
Customers - individuals or small organisations with 19 or less full time equivalent employees (FTEs) - of a financial service provider (FSP) can access the dispute resolution scheme the FSP belongs to, free of charge. However, the complainant must take their complaint to the FSP first. FSPs need to have some internal procedures to deal with complaints.
As with approved dispute resolution schemes, the reserve dispute resolution scheme will have rules about the complaints process, what the FSP has to do, and what complaints are covered by the reserve scheme.
Dispute resolution schemes that have been approved can be found here.
Related links
Ministry of Consumer Affairs’ website page on Dispute Resolution
![[image] flowchart icon portlet.](http://www.business.govt.nz/fsp/image-library/Flowchart.jpg)
![[image] registration guides.](http://www.business.govt.nz/fsp/image-library/resources/rules-is-rf.gif)
