Resolving a financial complaint
- Complaint lodged with financial firm
Tell your financial firm – many problems are fixed this way.
- Complaint not resolved
Still not happy? Contact AFCA.
- 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.
- 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.
- 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.
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.
- direct the consumer to our website, or share our contact information such as email and phone, or
- lodge a complaint on their behalf.