Fees & Invoices

TIO members receive quarterly invoices for complaint handling fees incurred in the current quarter (including a proportion of overheads and capital expenditure), plus an estimated amount for charges expected to be incurred in the next quarter. Each quarter a reconciliation of actual charges against estimated is completed.

Costs are based on the following fee structure:

Please note: each quarter each TIO member is not charged for the first four Level 1 complaints and the first Level 2 complaint.

If a member incurs complaint fees, it is also required to contribute a proportion of the TIO’s operating costs. The proportion of complaint handling fees attributed to a member determines the proportion of overhead expenses the member must pay. For example if a member incurs 6% of total direct costs, it will be asked to contribute 6% of the operating costs. Capital expenditure is quantified separately in the business plan and is funded in the same way as operating costs.

If the estimated numbers of complaints and associated costs are not incurred at the end of the quarter, the TIO reconciles actual and estimated numbers and the member receives a credit.

For more detailed information about the TIO’s fees and invoices, see Funding Arrangements in the TIO’s Policies & Procedures document.

Should you have any questions about an invoice you have received, please contact the TIO's Member Communications Adviser.

Last updated: 19 October 2009