Consumer Recourse and Dispute Resolution Mechanisms

This course focuses on the critical component of consumer protection: providing effective **consumer recourse and dispute resolution mechanisms**. Participants will explore best practices for designing and managing internal complaint handling systems (ICH), as well as the structures and mandates of external resolution bodies, such as financial ombudsmen and Alternative Dispute Resolution (**ADR**) schemes. The material emphasizes the strategic importance of an efficient recourse system not only for customer satisfaction but also as a vital source of regulatory intelligence for proactive risk mitigation. The course also addresses the regulatory requirements for timeliness, impartiality, and fairness in complaint resolution.