"complaint"

means a complaint as defined in section 1(1) of the Act (excluding the reference to section 26(1)(a)(iii) thereof), submitted by a client to a provider for purposes of resolution by the provider;

"internal complaint resolution system and procedures"

in relation to a provider and a client, means the system and procedures established and maintained by the provider in accordance with this Code for the resolution of complaints by clients;

"Ombud"

means the Ombud for Financial Services Providers referred to in section 20(2) of the Act;

"resolution" or "internal resolution"

in relation to a complaint and a provider, means the process of the resolving of a complaint through and in accordance with the internal complaint resolution system and procedures of the provider;

"Rules"

means the Rules on Proceedings of the Office of the Ombud for Financial Services Providers, as published in the Gazette.