Join the IFSO Scheme

The IFSO Scheme resolves complaints about insurance and financial services. Our service is independent, fair and free for consumers. Our Participants include insurers, superannuation and KiwiSaver providers, credit providers, finance companies, and Financial Advice Providers.

We would be delighted to discuss Participant options with you. Contact our Participant team by email or call us 0800 888 202 or fill out the form below:

Application Form

  • Dispute resolution services
  • First contact service to help resolve customer issues early
  • Training and professional development webinars and events
  • Toolkits, templates and other resources to help you with compliance
  • Industry data and insights to help you monitor your performance, understand complaint causes and common issues
  • Summarised case studies of all IFSO Scheme complaints since 2000
  • Regular Participant newsletters with current news, resources and legislative changes

The IFSO Scheme offers Participants professional development webinars, events and guidance throughout the year. The key focus is improved conduct and better customer outcomes. In these webinars we provide insights to prevent future complaints.

Below are two examples of our instructional webinars that can be accessed in our Participant's area.

Conversations: Effective Apologies
Apologies can be incredibly effective to resolve a complaint. We cover best practice in apologies, and what to do and what not to say
Code of Conduct for Financial Services: Treat clients fairly
Practical application of the new Professional Code - and what it means to treat clients fairly.

Our priority is to provide a cost-effective complaint resolution service, which offers support, guidance, and professional development resources.

  • The IFSO Scheme is free for your customers
  • All Participants pay an annual levy fee
  • When the IFSO Scheme accepts a complaint for consideration, there is a fixed complaint fee of $1,800 + GST.

Please email Andrew Gunn, Strategic Partnerships Manager or call 0800 888 202 to discuss.

Participants of the IFSO Scheme have obligations to their clients and customers. Privacy Policy.

Follow the IFSO Scheme on LinkedIn for updates, news and industry insights.

Already a Participant of the IFSO Scheme? Click on the icon below to access resources, toolkits, templates and videos.