Dispute Resolution Policy
A professionally drafted Dispute Resolution Policy for banks, deposit-taking institutions and finance companies, covering compliance obligations management and assurance. Global edition — written to international standards (Basel Committee, FATF, ISO, COSO, NIST and FSB) and deliberately jurisdiction-neutral, with bracketed prompts marking the points where your local law or regulator's requirements must be inserted. Supplied as a fully editable Microsoft Word document, de-identified and ready to adapt to your organisation. Typical owner: Chief Compliance Officer; approval: Board of Directors.
| Typical owner | Chief Compliance Officer |
|---|---|
| Typical approval | Board of Directors |
| Length | ~7,379 words (approx. 18 pages) |
| Last reviewed | July 2026 — verify currency for your circumstances before use |
| Format | Microsoft Word (.docx), fully editable |
| Delivery | Instant download after purchase; re-download any time from your account |
| Licence | Single-organisation licence |
| Guarantee | Materially defective or misdescribed? We'll resupply, replace or refund within 30 days — see Terms |
Preview the first 6 pages (PDF) See the real cover, document control page and opening sections before you buy.
What's inside
- Contents
- 1. Purpose
- 2. Scope
- 3. Definitions
- 4. Regulatory Framework
- 5. Policy Statement and Principles
- 6. Identifying Complaints
- 7. Receiving, Acknowledging and Resolving at First Contact
- 8. Triage, Prioritisation and Vulnerable Complainants
- 9. Complaint-Handling Timeframes and Delay Notifications
- 10. Final Responses and Remedies
- 11. Complaint Management System, Root Cause and Systemic Issues
- 12. External Dispute Resolution
- 13. Roles and Responsibilities
- 14. Reporting and Escalation
- 15. Breaches of this Policy
- 16. Training and Awareness
- 17. Review of this Policy
- Appendix A: Minimum Complaint Record — Data Fields
- Appendix B: Final Response Checklist
- Policy Administration