All FAQs

The EU directive on “alternative dispute resolution” is a piece of European law.

It means that, from July 2015, businesses across all kinds of sectors are able to offer their customers a way of resolving disputes out of court – fairly and informally – like the service we already offer financial businesses and their customers.

It also means providers of dispute resolution services – like us – have to meet certain standards when handling complaints.

We already met most of those standards when the directive came into force – and we'll continue working to do even better.

You can find more information on this – and the ways we’ll continue to develop our service – on our website.