The Australian Bankers Association has thrown its weight behind the one-stop shop option in the Government's review of finance sector external dispute resolution schemes.It has also given its support to the establishment of a scheme to compensate people who have had an EDR ruling in their favour but cannot get their compensation because the financial services provider can't or won't pay up.The ABA's submission to the review said a one-stop shop, which is one of several options outlined in a Treasury consultation paper, would be the best way to simplify the current process."At the moment there are three main organisations that handle financial services disputes - the Financial Ombudsman Service, the Credit and Investments Ombudsman and the Superannuation Complaints Tribunal."If there was one body to handle disputes or direct people where to go, this would help customers get their disputes resolved faster. It would also make the process easier as customers would know exactly who to contact for help."In somewhat contradictory fashion, the ABA then goes on to say: "There may be merit in considering a partial rationalisation of the existing framework, merging the ASIC approved ombudsman services (FOS and CIO) into one body alongside the FCT on a statutory basis."A review panel, headed by Melbourne Law School professor of commercial law Ian Ramsay, has been asked to consider several options for expanding the scope of EDR and improving consumer outcomes, including a merger of existing schemes, a "triage" overlay, the creation of a new body to deal with small business complaints and the creation of a tribunal.The ABA provided some insight into the flow of complaints. In the last financial year one of the major banks received 140,000 complaints from retail and small business customers. This represented 600 complaints per day or 0.03 per cent of total customer interactions. More than 40 per cent of these complaints were resolved at the first point of contact and 80 per cent of the remaining complaints were resolved within five business days.The Financial Ombudsman Service accepted 705 of the complaints that were not resolved.On the establishment of a compensation scheme, the ABA said: "We support a mandatory, industry-wide last report compensation scheme applying prospectively and being funded by all financial service providers, including banks."The ABA has also called for the role of debt repair companies to be examined to ensure that consumers are represented appropriately in the EDR process. And it has called on the Government to develop an enduring model for the funding of financial counselling services, which have had their funding put at risk a couple of times over the past few years.