Step 1: Contact
The consumer contacts the IFSO Scheme first response team with their problem. They may have already made a complaint to you directly, or they may have come to us in the first instance.
Step 2: Free assistance
Our first response team provides information or an explanation to help the consumer understand their situation. This initial assistance can sometimes resolve the problem at an early stage.
If the issue is not resolved through this assistance, the consumer is referred to you, and you will need to start your internal dispute resolution process and work directly with the complainant to try to resolve the complaint. During this time our first response team will support the consumer to progress their complaint if needed. We will also follow up with them after 2 months to check whether their complaint has been resolved.
In cases where the complaint has already been through your internal dispute resolution process, and remains unresolved, the case moves to the next stage of the process.
Step 3: Dispute stage
If you aren’t able to resolve the complaint within 2 months from the date you first received it, or if you and the consumer can’t agree on a solution (called “deadlock”), the case comes to IFSO Scheme for review, provided it falls within our jurisdiction (see our FAQs for what complaints we can and can’t consider).
A case manager is appointed and a complaint fee is charged.
We will ask you for information in order to investigate the complaint, which will include a submission, and your file. Your submission needs to address all the issues the consumer has raised in their initial complaint, and any new issues raised by the consumer during your complaints process.
You will need to provide us with:
- the contract
- any other documents and reports
- all correspondence
- a copy of all records relating to the consumer, including print-outs or copies of electronic files
- copies of any call recordings, with transcripts of these calls
The case manager appointed will make contact with you and will ask you questions about the case. If we think there is an issue on your side, we will talk to you about this and give you an opportunity to settle the complaint.
Step 4: Resolution
We will help you reach an agreement with the consumer (this is where the complaint is settled)
OR
we will make a Decision (this is where the complaint is not upheld, upheld, or partly upheld). The Decision is binding on you.
Step 5: Review
If a Decision is issued, a review is available only if relevant, new information or evidence is provided by you or the consumer.