Page 43 - Annual Report 2022 EN
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Customer Protection: The Customer Customer Dispute Resolution Scheme (“CDRS”) - Key Statistics for 2022
Dispute Resolution Scheme
How the scheme works Stage in CDRS Process 1 Jan – 31 December 2022
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Enquiries to CDRS (whether in or outside jurisdiction) 53*
An internal complaints-handling framework is
a requirement for authorised firms in the QFC.
Out of scope matters 23
Where customer complaints are not satisfactorily
resolved by a firm’s internal framework, customers
CDRS matters assessed or under assessment 30
can seek redress through an external independent
adjudication process, the CDRS. The CDRS has
CDRS matters referred to adjudicator 1
been in operation since 2014 and has resulted in a
number of successful outcomes for customers.
CDRS matters finalised by adjudicator 2#
* Includes two matters carried over from 2021
# The matter was referred in Dec 2021 and adjudication was provided in Jan 2022
