A robust help and redress mechanism enables consumers of financial service providers to be informed of the mechanism and internal and external recourse procedures for handling complaints to ensure disputes are handled fairly and quickly. It requires an enabling policy and regulatory environment, an effective internal and external dispute resolution system, and transparent information for consumers of financial service providers about all the associated costs of financial services, complaint handling procedures, and feedback mechanisms.

This training will look at sharing best practices and policy guidance for policymakers on the development and implementation of sound help and redress mechanisms. It is anchored on the recent AFI publication Policy Recommendations on the Effective Redress Mechanisms in AFI Member Countries (2022).