Resolving a Complaint

It is in everyone’s interests for most complaints to be resolved between the complainant and the financial service provider (FSP). CIFO will only look at cases where the complainant remains dissatisfied with the FSP’s response, or if it does not respond in a reasonable time.

Complaint-handling procedure of FSP’s

It is helpful to have a clear process (and time limit) for the handling of complaints by FSPs, so that:

• as many disputes as possible can be resolved quickly by FSPs themselves;
• the number of disputes that have to be referred to CIFO is minimised; and
• it is clear when the complainant can refer their complaint to CIFO.

Telling complainants about CIFO

FSPs have asked about when, and how, they should notify complainants about CIFO. CIFO has published guidance on this and a recommended model complaints procedure.

Assistance from CIFO

CIFO will consider how far it can assist the early resolution of cases by FSPs through:

• publishing details of its approach to common disputes;
• giving advice to complainants and FSPs; and/or
• helping train consumer advice centres and FSPs’ complaint departments.