IFSO Scheme Resources |
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Typical Roles in Financial Service Providers |
Name of Resource |
Function of Resource |
Access Permission |
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CEO / Board |
Legal |
Conduct & Care |
Complaint Teams |
Compliance Teams |
L & D |
Admin |
Financial Advisers |
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Cases, data and insights |
Participant portal - complaints |
Submit and view complaint information, complaint outcomes and IFSO insights |
Limited: primary & secondary contacts only |
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X |
|
X |
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Participant portal - FSP details |
Update membership details, contacts, addresses, including Adviser names by FAPs |
Limited: membership contact only |
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X |
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X |
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Case study database |
Summarised case studies since 2000 |
Participant login |
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X |
|
X |
X |
X |
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Industry dashboards |
Data and insights to monitor your performance and root issues of complaints |
Participant login |
|
X |
X |
X |
X |
X |
X |
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Events and courses |
Events |
Live events online and in person such as conferences and workshops |
Register online |
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X |
X |
X |
X |
X |
|
X |
Monthly "Coffee Time" webinars |
30 minute IFSO Scheme webinars on monthly topics of interest, by sector |
Register online for free |
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X |
X |
X |
X |
X |
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X |
Massey University short course |
Discounted, online short course in Complaint Response and Management |
Register and payment gate |
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X |
X |
X |
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X |
Toolkits |
Template library toolkit |
Templates for complaint policies, registers, procedures and customer comms |
Participant login |
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X |
X |
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X |
X |
Complaint response toolkit |
Best practice complaint process map, policy and responses with 1 minute videos |
Participant login |
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X |
X |
X |
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X |
Interactive complaints process toolkit |
Step-by-step guide to effective complaints process |
Participant login |
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X |
X |
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X |
Vulnerability and threats of harm toolkit |
Resources to help you respond to customers in vulnerable circumstances |
Participant login |
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X |
X |
X |
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X |
Build-a-complaint-process toolkit |
Test and build a complaint process to international best practice standards |
Participant login |
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X |
X |
X |
|
X |
Self-assessment tools |
Use these tools to test your current website disclosures and complaint processes |
Participant login |
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X |
X |
X |
|
X |
Conversations toolkit |
Webinars on having difficult customer conversations and effective apologies |
Participant login |
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X |
X |
X |
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X |
General Insurance toolkit |
Webinars with cases on general insurance issues in complaints |
Participant login |
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X |
X |
X |
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X |
Health & Life Insurance toolkit |
Webinars with cases on health and life insurance issues in complaints |
Participant login |
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X |
X |
X |
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X |
Lenders toolkit |
Webinars and cases on consumer credit issues and complaints |
Participant login |
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X |
X |
X |
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X |
FAP and Adviser toolkit |
Training webinars with cases on Financial Adviser issues and Code of Conduct |
Participant login |
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X |
X |
X |
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X |
Newsletters |
Monthly newsletters |
Updates from the IFSO, upcoming events, case-studies, notices and consultation |
Opt in |
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X |
X |
X |
X |
X |
X |
X |
X |
Monthly case spotlights |
Tailored recent cases of interest by sector |
Opt in |
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X |
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X |
X |
X |
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X |