What this matrix covers
This reference grid maps the complaint response deadline and the primary ADR (Alternative Dispute Resolution) body for each combination of jurisdiction and product vertical. It covers the six jurisdictions most commonly encountered by UK and EEA fintech firms: United Kingdom, Germany, France, Netherlands, Ireland, and Spain.
The verticals covered are: general complaints, banking, insurance, crypto / digital assets, payment services (PSD2-regulated), and investment services. Where a vertical has a distinct deadline or ADR body, it is shown separately; otherwise the general jurisdiction rule applies.
Deadline matrix: jurisdiction x vertical
The table below shows the maximum response deadline for each jurisdiction-vertical combination. 'CD' = calendar days, 'BD' = business days.
- UK — General: 56 CD | Banking: 56 CD | Insurance: 56 CD | Crypto: 56 CD | Payment Services: 15 BD (PSD2) | Investment: 56 CD
- DE — General: 56 CD | Banking: 56 CD | Insurance: 56 CD | Crypto: 56 CD | Payment Services: 15 BD (PSD2) | Investment: 56 CD
- FR — General: 60 CD | Banking: 60 CD | Insurance: 60 CD | Crypto: 60 CD | Payment Services: 15 BD (PSD2) | Investment: 60 CD
- NL — General: 56 CD | Banking: 56 CD | Insurance: 56 CD | Crypto: 56 CD | Payment Services: 15 BD (PSD2) | Investment: 56 CD
- IE — General: 40 BD | Banking: 40 BD | Insurance: 40 BD | Crypto: 40 BD | Payment Services: 15 BD (PSD2) | Investment: 40 BD
- ES — General: 60 CD | Banking: 60 CD | Insurance: 60 CD | Crypto: 60 CD | Payment Services: 15 BD (PSD2) | Investment: 60 CD
ADR body matrix: jurisdiction x vertical
Most jurisdictions route all financial complaints to a single ombudsman. Germany, France, and Spain have sector-specific ADR bodies for insurance and banking.
- UK — All verticals: Financial Ombudsman Service (FOS)
- DE — Default: BaFin Schlichtungsstelle | Insurance: Versicherungsombudsmann e.V. | Banking: Ombudsmann der privaten Banken
- FR — Default: Mediateur de l'AMF | Insurance: Mediateur de l'Assurance | Banking: Mediateur aupres de la FBF
- NL — All verticals: Kifid
- IE — All verticals: Financial Services and Pensions Ombudsman (FSPO)
- ES — Default: Banco de Espana — Servicio de Reclamaciones | Insurance: Direccion General de Seguros y Fondos de Pensiones (DGSFP)
How to use this matrix operationally
When a complaint arrives, the routing engine determines the jurisdiction (from the customer's country or the legal entity) and the product vertical (from the complaint category or product type). The matrix then provides two pieces of information: the regulatory deadline for the final response, and the ADR body to reference in the final response letter.
ComplaintLab automatically applies these rules via the jurisdiction service and regulatory deadline engine. The deadline is set on ticket creation and the correct ADR body is included in generated response letters.