Mission Statement

As an independent statutory body established to resolve disputes between consumers and banks, it is our commitment to deliver free of cost, speedy solutions for all disputes referred to us, in a manner that is impartial, fair and equitable to all parties

Core Values

We function as a closely-knit team and take collective responsibility for individual decision-making. We have full ownership of our Core Values and firmly believe that by living these values, both in our professional and personal lives, we can make a difference

Responsive

We receive a large number of disputes daily. We will use a practical and rational approach to find fair and amicable outcomes in a manner that is informal and speedy

Compassionate

Disputes, howsoever petty, cause unnecessary pain and stress. We will analyze each dispute with an open mind and if necessary listen to parties concerned, patiently and sympathetically, so as to find a practical and equitable solution.

Flexible

We believe that most disputes can be resolved in a friendly and amicable manner. We will not allow rigidity to dictate the dispute resolution process. Instead, we will endeavor to create an environment where all concerned are encouraged to be reasonable and conciliatory.

Trustworthy

We will treat all those we meet with respect, courtesy and compassion because only by doing so will we gain their confidence and trust.

Transparent

We are neither consumer champions nor advocates. Neutrality and openness will underpin our deliberations. Our service is free of charge. We will respect confidentiality in all disputes and will institute a process of conciliation that is acceptable to both parties. Decisions taken by us will be consistent, clear and balanced so that any rational mind can appreciate the reasoning behind our findings