For Consumers

CIFO handles enquiries from complainants and financial services providers (FSPs), to help them understand the issues, and (where appropriate) indicate the general approach CIFO would take.

This may help the parties to resolve the issue between themselves, and also resolve complaints based on misunderstandings.

Before bringing your complaint to CIFO, it is important that you have first complained to the relevant FSP. Then if you are not happy with their response, or if they have not provided a response within 3 months, you can bring your complaint to CIFO.

If the matter is something that is outside CIFO’s jurisdiction, we will signpost the complainant to any agency that we believe could help.