Resolving a financial complaint​

  1. Complaint lodged with financial firm​

    Tell your financial firm – many problems are fixed this way.​
  2. Complaint not resolved​

    Still not happy? Contact AFCA. ​
  3. Complaint lodged with AFCA​

    We will work directly with you and your financial firm to help you reach a fair agreement. Most complaints are resolved within 60 days.​
  4. Registration and Referral​

    We refer the complaint back to your financial firm and ask them to work with you. If you are unable to agree on an outcome, the complaint moves on to case management.​

    Over half complaints resolve at this stage.
  5. Case Management​

    An AFCA case worker investigates your complaint, including asking you to provide evidence that supports your claim. This can include notes, photographs, contracts and more.​
  6. Decision​

    If you and your financial firm cannot reach an agreement during case management, we will make a decision about what is fair, taking into account laws, codes of practice and all the relevant information provided.​

Referring people to AFCA​

If a constituent contacts you with an unresolved complaint about their financial firm. Then AFCA may be able to help.​

You can:

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AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

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We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

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