To provide financial firms with information about its complaints handling processes, AFCA is creating a range of new videos for AFCA members.
AFCA’s latest member video explains the role of the Independent Assessor to review complaints about the standard of AFCA’s service.
When you can lodge a complaint with the Independent Assessor
Before the Independent Assessor can consider a service complaint, the following must apply:
- Your related financial firm complaint has been closed (unless exceptional circumstances apply)
- AFCA has been provided with an opportunity to address your concerns (i.e. you must first have submitted your complaint to AFCA and received a response)
- It is fewer than three months since you received AFCA's service complaint response.
Find out more about the Independent Assessor, including when you can lodge a service complaint, here.
