We have a range of methods to resolve complaints. We select the method, or combination of methods, that we think is most likely to resolve the complaint fairly and efficiently.

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.​

Types of remedies we can award​

We can require that a financial firm:​

  • pay a sum of money for financial loss​
  • meet a claim under an insurance policy (general and life) ​
  • release security over a debt​
  • repay, waive or vary a fee or interest charged.

See Outcomes AFCA provides for monetary limits.

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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.

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

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

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