Who are the IRM experts?
Three independent individuals, who are not employees of the Bank or otherwise associated with the Bank, and who have specific expertise. Each expert acts impartially and independently, and does not handle any complaint in which he or she has (or has had) any personal interest or involvement. The experts have been selected through a competitive and transparent process. To enhance their independent status and objectivity, they are not permitted to work for the Bank when their term of appointment ends but may be reappointed as an IRM expert. What do the eligibility assessors do? Review the complaint and all supporting material, then make a recommendation about what further action to take. In carrying out the assessment they might use any of the following methods: • desk review of all paperwork • request for additional information in writing or face to face from the group / authorised representative / relevant party • site visit • request for additional expertise. At what point does the pr
