Guides and Publications

See our annual reports, financial statements, guides and policies, independent reviews and Terms of Reference.

Annual Reports & Financial Statements

Please view and download a copy of the IFSO Scheme Annual Reports and Financial Statements.

Guides

Fair and reasonable conduct guide

Learn how the IFSO Scheme approaches fairness when resolving complaints. This guide offers practical examples of what we consider fair and reasonable under our Terms of Reference.

 

Guide to compensation

This guide outlines how we approach compensation, with examples of how we assess what’s needed to put things right based on the facts of each complaint.

 

Remedies for irresponsible lending guide

This guide explains the approach we take when deciding what should happen if people have been given unaffordable or unsuitable loans.  

Independent Reviews

An independent review of the IFSO Scheme is required at five yearly intervals. This requirement is set out in the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and the IFSO Scheme Constitution.

These reviews ensure we continue providing high-quality service to both consumers and the financial services industry.

Information Sheets

Our information sheets are no longer available on this page. Please visit our Common Issues section to find the information you are looking for. 

Policies

Privacy Policy 

Our Privacy Policy sets out how the Insurance & Financial Services Ombudsman Scheme ("the IFSO Scheme”) manages, collects, uses, and shares personal information.

 

Service Charter

Our Service Charter sets out what you can expect of our free service as a customer of an IFSO Scheme financial service provider, and our expectations about how you will engage with us during our complaint resolution process.

Terms of Reference

The Terms of Reference (TOR) sets out the obligations of IFSO Scheme Participants and the IFSO Scheme jurisdiction, including the types of complaints that can be investigated, monetary limits, resolution methods, and decision-making criteria.

The IFSO Scheme’s Terms of Reference are effective from 1 April 2025. 

Previous Terms of Reference and Constitution

Prior to the current TOR, the obligations of IFSO Scheme Participants and the IFSO Scheme complaints handling information and processes were contained in the IFSO Scheme Terms of Reference and Constitution.