Document Library

Find consumer information sheets, brochures, annual reports, financial statements, independent reviews, written complaint forms, our privacy policy, Constitution and Terms of Reference.

Info sheets are quick guides to common issues. Consumer tips and case examples are included.

About the IFSO Scheme explains how to contact us and make a complaint.

Please see IFSO Scheme Annual Reports and Financial Statements. Contact us to request a hard copy of a recent Annual Report.

We encourage you to use our online complaint form. If you would prefer to make a complaint in writing, you are welcome to print and complete the following written forms. Please contact us any time if you would like assistance.

The IFSO Scheme’s Service Charter sets out what you can expect of our free service as a customer of an IFSO Scheme financial service provider, and our expectations about how you will engage with us during our complaint resolution process.

Download our Service Charter

The IFSO Scheme's Constitution requires an independent review of the IFSO Scheme at five yearly intervals. The independent reviews help the IFSO Scheme to continue to deliver a high standard of service to consumers and the financial services industry.

The IFSO Scheme Constitution sets out the governance structure of the IFSO Scheme, and the obligations of IFSO Scheme Participants. The Terms of Reference sets out the IFSO Scheme jurisdiction, including the types of complaints that can be investigated, monetary limits, resolution methods, and decision-making criteria.