14. Independent handling of complaints by DMAI

The aim of this procedure is to ensure that any complaint about a breach of the DMAI Rules of Conduct by a member is investigated fairly, promptly and efficiently. DMAI is committed to reaching an equitable solution and prompt resolution to any complaint. If a customer or creditor wishes to make a complaint about a member, they should in the first
instance address their complaint directly to the member concerned. All members of DMAI must have a written procedure that is readily available to all their customers and to anyone wishing to make a complaint. In the event that the complainant is not satisfied with the member’s response they should then inform DMAI. DMAI is only able to rule on complaints about breaches of the Rules of Conduct by members.

Complaints Process

• On receipt of a complaint the Rules Administrator will consider whether it relates to a breach of the Rules. (If a complaint is considered not to relate to a breach of the Rules the complainant will be notified in writing. The Rules Administrator may recommend that the complainant take up the matter with another appropriate body.)
• At this stage the member will be contacted and asked to provide a report to DMAI,giving full details of the alleged breach and how it has been or will be investigated by the member.
• On receipt of the completed report from the member the Rule Administrator will review the response thoroughly. A decision on the matter  will be reached and communicated to all parties. In the event of any material breach of the Rules the Administrator will, take any necessary action and state their recommendations to the DMAI board regarding the members suitability of membership.
• The decision of the DMAI board is final.
• The decision of the Rules Administrator, when communicated to the complainant will make it clear on what grounds the decision has been reached, what further action may be taken, and will set out the procedure to be taken, and the timescale, should the complainant not accept the decision.

For the timescale for the DMAI to respond to complaints refer to the timescale for the DMC to respond to complaints point 13.