CIO Rules

Every participant of the CIO scheme is bound by, and must comply with CIO’s Rules.

The Rules set out:
  • who can make a complaint to the Credit and Investments Ombudsman 
  • what a complaint can be about
  • what complaints are not covered by the Credit and Investments Ombudsman
  • what the procedures are for making and resolving a complaint.

The 10th Edition CIO Rules came into effect on 15 August 2016 and apply to complaints received on or after that date.


Previous editions: 9th Edition Rules | 8th Edition Rules | 7th Edition Rules

CIO’s monetary compensation limit

As per the CIO Rules, CIO can only award compensation up to its monetary compensation limit for loss suffered by a consumer in respect of their claim.

The CIO Rules provide that CIO must adjust its monetary compensation limit every three years using the higher of the increase in the Consumer Price Index (CPI) or the increase in Male Total Average Weekly Earnings (MTAWE).

CIO’s applicable limits are below.

Date complaint received

Monetary compensation limit

1 January 2012 – 31 December 2014


1 January 2015 – 31 December 2017


1 January 2018 – 31 December 2020


A complaint may contain more than one claim, with each claim being separately subject to the monetary compensation limit. In other words, separate claims by the same complainant will not be aggregated for the purpose of determining a maximum claim.