Last month, AFCA received more than 9,000 complaints, a 51% increase compared to November 2021. This is the highest number of complaints received in a month since AFCA started operations in November 2018. 

Meanwhile, AFCA closed 7,432 complaints in November 2022, the most complaints closed in a single month at AFCA. More than half (4,134) the complaints closed in November were resolved at Registration and Referral, while 498 were closed at Rules, 2,413 at Case Management and 387 at Decision.  

Banking and finance complaints – up 36% from November 2021 

There was a 36% increase in banking and finance complaints in November 2022 (4,987) compared to November 2021 (3,656).  

Unauthorised transactions were the most common issue type among personal transaction and credit card complaints.  

General insurance complaints – up 87% from November 2021 

AFCA received 2,407 general insurance complaints in November, an 87% increase compared to the 1,287 general insurance complaints received in November 2021. 

Last month, general insurance complaints saw increases across home building, motor vehicle comprehensive and travel insurance. Home building complaints were mostly driven by delays in claim handling and denial of claim issues. Increases in motor vehicle comprehensive complaints were caused by denial of claim issues, while travel insurance disputes were primarily about delays in claim handling.  

Delays in claim handling complaints were the most common issue type across all general insurance complaints.  

Investment and advice, superannuation and life insurance complaints 

Investment and advice complaints increased 50% compared to the same period last year (671 complaints compared to 381).  

More than 500 superannuation complaints were lodged with AFCA last month, a 16% increase compared to November last year.  

Meanwhile, there were 185 life insurance complaints lodged with AFCA in November 2022, steady with November 2021.