Regulation 11

The operator of an approved dispute resolution scheme must, at least once every 3 financial years, commission a review of its administration of the approved dispute resolution scheme by an independent party with the relevant expertise to conduct such a review.

The Authority may, subject to any conditions that it may impose, allow any review that is due to be commissioned under paragraph (1) to be conducted at a later time.

The operator must ensure that all records and other information as may be required for the purpose of a review under paragraph (1) are retained for a period of at least 5 years from the end of the financial year to which those records and other information relate.

The operator must consult the Authority on the terms of a review under paragraph (1).

A review under paragraph (1) must include a qualitative assessment of the operator’s operations and procedures during the period under review.

The Authority may at any time, if satisfied that it is in the interests of the operator, the members of the approved dispute resolution scheme or the public to do so, require the operator to commission any other review of the administration of the scheme by an independent party with the relevant expertise to conduct such a review, on any terms that may be specified by the Authority.

The operator must provide the results of a review —

The operator must bear the costs and expenses of a review under paragraph (1) or (6).