Sorting out consumer complaints before they get to the TIO, or at an early stage in our process, is good for your consumers, and reduces your TIO fees. We recommend:

• keeping the consumer up to date with the progress of the complaint
• trying to resolve a new complaint as quickly as possible
• writing a letter to the consumer if they are not satisfied with the resolution you have offered, and clearly explaining your reasoning
• avoiding the use of technical jargon with consumers and TIO officers, since the customers may receive a copy of any correspondence you send to us
• clearly explaining how you think the complaint should be resolved, even if it is different than the one proposed by the consumer. Offering a resolution does not mean that you are at fault, but is an opportunity for you to reconcile with the consumer and quickly end the complaint.