Chapter 10: Errors and Complaints Resolution 

Provisions 10.7 to 10.12 do not apply to the extent that the loan is a mortgage to which the Code of Conduct for Mortgage Arrears applies and the complaint is in relation to arrears (as defined in the Code of Conduct for Mortgage Arrears) or pre-arrears (as defined in the Code of Conduct for Mortgage Arrears).

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