Making a Complaint
How to make a complaint
The ISO Scheme can consider complaints between consumers and their financial service providers who are Participants of the ISO Scheme.
Each financial service provider is required to have an internal dispute resolution process and to tell its customers how to use it.
Before the ISO Scheme can consider a complaint, you need to have used your financial service provider's internal dispute resolution process and been given notice that you have reached "deadlock". That happens when you have reached the end of the financial service provider's internal dispute resolution process and the complaint is still not resolved.
How to make a complaint to your financial service provider
Step 1: Contact your financial service provider and raise the matter with them. Let them know what the issue is and what would resolve it.
Step 2: If that does not resolve it, make a formal, written complaint to your financial service provider. You can use this form Complaint form to Company to do so.
Step 3: If that does not resolve it, tell your financial service provider, explain why it does not resolve the matter and ask it to review your complaint.
Step 4: If that does not resolve it, and you are at the end of your financial service provider's internal dispute resolution process, you can make a complaint to the ISO Scheme.
How to make a complaint to the ISO Scheme
Step 1: Check your financial service provider is a Participant of the ISO Scheme.
Step 2: If they are, complete the ISO Scheme Complaint Form.
Step 3: Send the form, your notification of "deadlock" and any other relevant documents to us by post or email.
Do you have a complaint with your financial service provider?
Is your financial service provider a Participant of the ISO Scheme?
Have you read all the documentation relevant to your complaint?
Have you been through your financial service provider's internal dispute resolution process?
Have you received notice from your financial service provider informing you that "deadlock" hasbeen reached?
If you can answer YES to ALL of these questions, the ISO Scheme may be able to help you.