Here are the steps to follow before you make a complaint to the FSPO:
Provide detailed information, including:
When you complain to your provider, be persistent. If nothing happens, contact your provider to check on the progress of your complaint.
Your provider should fully investigate your complaint in accordance with its Internal Dispute Resolution process (IDR process). At the end of the IDR process, the provider will issue a final response letter.
A final response should set out what your provider has done to investigate your complaint through its complaint handling process. The letter should advise you to contact the FSPO as your next step, if you remain unsatisfied.
If you have difficulty getting a final response letter from your provider and 40 working days have passed since you made your complaint, or if your provider is not engaging with you, please let us know and we will follow up on the complaint for you.
The Ombudsman may, in some limited circumstances, investigate a complaint against a financial service provider, before the IDR process is complete. This may happen if the provider has failed to complete the IDR process so as to allow a complaint to be made within the time limits, as set out in the FSPO Act or where the Ombudsman determines that a complaint is of such importance that it warrants waiving the IDR procedure.