8.1 A party to a Complaint who is dissatisfied with the Standard of service provided by the Ombudsman Unit when dealing with a Complaint may lodge a service complaint against the Ombudsman Unit.

8.2 The Ombudsman Unit shall acknowledge receipt of the Complaint within 3 business days and provide a response to the party within 14 business days.

8.3 The Ombudsman Unit shall provide a report to the Central Bank, on an annual basis, of all service complaints received and/or addressed, in the format as determined by the Central Bank.