What we do

  • Helps individuals and small businesses to resolve complaints about financial products and services. ​
  • Fair, free and independent service.​
  • Not a government agency or regulator, or a consumer advocacy group. ​
  • AFCA is an independent ombudsman service.​

What is an ombudsman?​

An independent person who investigates and resolves complaints between parties. ​

An ombudsman is fair and impartial when considering complaints and does not represent or advocate for a side.​

How we help?

Individuals

  • Free alternative to expensive court action​
  • Easy to use – no industry or legal knowledge required​
  • Focused on a timely and fair outcome – the majority of complaints resolve at our first stage​
  • AFCA’s final determinations are binding on the ​financial firm

Financial firms

  • Helps resolve customer complaints when their internal process can’t​
  • An independent organisation to consider external​ complaints in an impartial way​
  • AFCA provides industry data about common complaints, to help firms avoid future complaints

Elected representatives

  • AFCA staff have experience in complex financial issues and dispute resolution​
  • AFCA contacts dedicated teams inside the ​financial firm​
  • Our process is simple - most complainants won’t need your ongoing support​
  • Authorisation for those who work on behalf of a complainant

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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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