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Role of FDRC

Background

The Financial Dispute Resolution Centre (FDRC) was set up in November 2011 as a non-profit making company limited by guarantee. It is an independent and impartial organisation administering the Financial Dispute Resolution Scheme (FDRS) which requires financial institutions who are its members to resolve monetary disputes with their customers through mediation and arbitration.

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Our Mission

To provide independent and impartial “Mediation First, Arbitration Next” processes of dispute resolution to facilitate the resolution of monetary disputes between individual customers and financial institutions in Hong Kong.

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Our Vision

To be the leading provider of financial dispute resolution processes to deal with differences between financial institutions and their customers constructively before they escalate and to support Hong Kong as an international financial centre by extending our services and engaging stakeholders of the financial industry.

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Our Guiding Principles

Independence: To set up and operate an independent dispute resolution scheme for financial institutions and their customers without external interference;

Impartiality: To maintain an FDRC process so that both the financial institutions and their customers are treated in an impartial way;

Accessibility: To make FDRC accessible and user friendly by establishing dispute resolution processes which are straight forward, clear and easy to understand;

Efficiency: To ensure that financial disputes are settled in a timely and efficient manner; and

Transparency: To be as transparent as possible in dealing with financial disputes, whilst also acting in accordance with confidentiality and privacy obligations under the laws of Hong Kong.

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Purview of the FDRC

FDRC only handles Eligible Disputes filed by Eligible Claimants.

An Eligible Dispute is a dispute which

  • involves a financial institution who is a member of the FDRS
  • arises out of a contract between the Eligible Claimant and the financial institution entered into or arisen in Hong Kong or any services provided by the financial institution as an agent
  • is of a monetary nature
  • involves a claim of HK$500,000 or less (or foreign currency equivalent)
  • must have been dealt with by the relevant financial institution in the first place
  • is made a claim within 12 months from the date of purchase of the financial product or service or the claimant first had knowledge of the loss

FDRC’s criteria for accepting and rejecting applications is set out more fully in the FDRS Guidelines on Intake Criteria of Cases.

An Eligible Claimant is

an individual or a sole-proprietor having or had a customer relationship with a member of the FDRS or had been provided with a financial service by the member.

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