Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) – the financial ombudsman – helps individuals and small businesses to resolve complaints about financial products and services.

• credit, finance and loans

• insurance

• banking payments and transactions

• investments and financial advice

• superannuation

We are impartial and independent. We do not act for either party to advocate their position. If a complaint does not resolve between the parties, we will decide an appropriate outcome.

Decisions we make can be binding on the financial firm involved in a complaint. We can award compensation for losses suffered because of a financial firm’s error or inappropriate conduct. There are other remedies we can also provide for superannuation complaints. We do not, however, award compensation to punish financial firms or impose fines.

AFCA is not a government department or agency, and we are not a regulator of the financial services industry. We are a not-for-profit company, limited by guarantee that is governed by a Board of Directors, which includes equal numbers of industry and consumer representatives. AFCA’s Chief Ombudsman and CEO is responsible for the management of the organisation.