Any complaints about members, or the association should be expressed in writing, in the first instance to the Chief Executive.

All complaints will be investigated and resolved. Complaints will in the first instance be investigated and; where possible, resolved by the CEO.  If necessary, the CEO will convene a Disciplinary Committee, consisting of the CEO, a solicitor and a representative from a complementary trade association.  The Disciplinary Committee will resolve complaints and; where appropriate, impose penalties.  There will be a right of appeal to an Appeal Committee, which will be convened by the Board to adjudicate any appeal.

The ASTL will not intervene or adjudicate in disputes between borrowers or intermediaries and members.

The ASTL plays no role in the setting of rates terms or conditions of loan or mortgage facilities offered by members.