The FSPO's first step to resolve a complaint is to mediate.

• A. Investigate.
• B. Mediate.
• C. Adjudicate.
• D. Issue a suspension notice to the bank.

Answer: (B)

The FSPO prioritizes resolving disputes through informal, collaborative efforts first. Mediation is a voluntary process where a neutral facilitator helps both sides explore options and reach a settlement without a formal determination. This approach is typically faster, less costly, and preserves relationships between the complainant and the service provider. If mediation doesn’t resolve the issue, the FSPO then moves to more formal steps—investigation to gather facts and, if needed, adjudication to issue a binding decision. A suspension notice to the bank isn’t part of the FSPO’s standard first-step process. So mediation is the natural starting point for resolving complaints.