Our process

As an approved dispute resolution scheme, we run a service that is accessible, independent, fair, accountable, efficient and effective. The IFSO Scheme is entirely free for consumers. You can make an enquiry or make a complaint any time.

There are rules about the complaints the IFSO Scheme can consider. For example, it must relate to a Participant of our scheme, and will usually need to have been through the financial service provider’s internal complaints process.

When investigating complaints, case managers follow a balanced and fair dispute resolution process. This is about bringing two parties together, considering all of the facts, interpreting contracts and applying the law.  Negotiation, conciliation and mediation are all skills required to resolve complaints made about financial services, with the aim being for the parties to agree an outcome. When both parties cannot agree on an outcome, a fair and reasonable decision will be made.

IFSO Scheme decisions are binding on Participants, but not on consumers. If consumers are not happy with the outcome, they can take their complaint to an alternative dispute resolution process or to Court. 

See more on the IFSO Scheme complaints process.