Your reference number is an 11-digit number. You can find this number at the top of your complaint confirmation email or letter.

The first four numbers are the year that you submitted your complaint (e.g. 2021). The next two numbers are the month that you submitted your complaint (e.g. February will be ‘02’). The last five numbers are unique to your complaint.

To progress your complaint update, we need as much detail from you as possible.

For example, if you don't agree with or accept the provider's offer, tell us what the offer is and why it is not suitable.

If you have a re-occurring issue, tell us what is happening. Include details of how long it's been happening and any communication you've had with the provider.

An Authorisation Form is a form that the account holder fills out. They fill out this form so you can share information and make decisions on their behalf.

TIO will ask you to fill out this form if you can t come to an agreement with the service provider.