What happens if my complaint is considered by CIO?

If we can consider your complaint, it will be moved to the Referral Stage of the CIO complaint process.

We will send your complaint to the member and request a response, addressing each of the claims you’ve raised in your complaint. The financial services provider (FSP) must respond to us within 21 days of receiving the complaint. Where appropriate, we may allow the FSP further time to provide us with a response.

Once we have received a response, we review it to see if further information is required before sending you a copy for your consideration.