The Customer Dispute Resolution Scheme (CDRS) is a way of resolving disputes between customers and authorised firms in the QFC. It is a fair and independent process available to all retail and other customers of QFC-authorised firms.

The CDRS covers financial services such as financial planning and advice, investments, general insurance, life insurance, banking, collective funds and trustee services.

The maximum compensation the CDRS can award if a complaint is upheld is QAR 400,000.

Submitting a complaint

The CDRS is a process you should only use after you’ve tried to resolve a dispute directly with the firm that provided the financial product or service (including insurance or investments) you’re unhappy with.

The complaint process

Complain directly to the firm that provided the product or service. Ask them to resolve your dispute through their Internal Dispute Resolution process. All QFC-authorised firms are required to have Internal Dispute Resolution processes.

If you are unhappy with the response from the QFC-authorised firm, contact the CDRS.

• A CDRS case manager will talk to you and the firm, to see if both parties can reach a settlement agreement. 
• If an agreement can’t be reached and you would like to continue with the complaint, the case will be referred to the independent adjudicator for a decision.
• Detailed information about submitting a complaint can be found here.

 An alternative to going to court

The CDRS is a simple and quick alternative to going to court. You don’t need to obtain legal advice when you make a complaint unless you want to. The QFC Regulatory Authority provides this service at no cost to you. If you choose to use a lawyer or adviser, you must pay for their services yourself.

CDRS decisions are binding

CDRS decisions are binding on QFC-authorised firms if the customer accepts them. When the independent adjudicator gives a decision, you have 21 days to decide if you accept the decision. If you do not decide within 21 days, then you are assumed to have rejected the decision. A rejected decision has no effect. When the customer accepts a decision, it is binding and cannot be appealed by either party.

Who operates the CDRS?  

The QFC Regulatory Authority administers the CDRS, but an independent adjudicator makes all decisions. This person is separate from and independent of the Regulatory Authority.

How much does it cost to use?

The CDRS is free to use. You don’t need to obtain legal advice when you make a complaint unless you want to.

Click the links below for more information:

Customer Dispute Resolution Scheme- Customer Guide

How to Make Your Complaint

Independent Adjudication

Summary of CDRS Outcomes

CDRS Case Studies