How to Make an AFCA Complaint: Bank & Financial Disputes (Australia)
The Australian Financial Complaints Authority is the free ombudsman for disputes with banks, insurers and financial firms. Used well, it is a powerful recovery tool. Here is how to use it properly — and when it is not enough.
Last reviewed: August 2026
Before AFCA: complain to the firm first
AFCA requires you to give the financial firm a chance to resolve the complaint through its internal dispute resolution (IDR) process. Put the complaint in writing, state clearly what happened and what outcome you want, and keep the firm's reference number. The firm has a set period to respond; its final answer is called an IDR response.
Lodging with AFCA
Lodge online at afca.org.au. A strong complaint includes:
- A clear, chronological timeline of events
- The firm's IDR response and your account or policy numbers
- Evidence: statements, emails, call recordings or logs, screenshots, contracts and advice documents
- Exactly what you lost and how you calculated the figure
- The outcome you are seeking
What happens next
AFCA first tries to resolve the matter by negotiation or conciliation. If that fails, it investigates and can issue a decision. If you accept a determination, it binds the firm. If you reject it, you generally keep your right to take the matter to court — which is why AFCA is usually a low-risk first step for consumers.
Scam and fraud complaints
AFCA considers how the bank handled scam transactions: whether it detected and acted on red flags, responded appropriately when you reported the fraud, and met its obligations around warnings and account security. If your bank let repeated unusual transfers through without intervention, or fobbed off your fraud report, say so explicitly and provide the evidence.
When AFCA is not the whole answer
AFCA's compensation caps mean larger losses can outgrow the scheme. Claims involving negligent professional advice — from financial advisers, accountants, lawyers or valuers — or losses spread across multiple parties may recover more through legal claims. State limitation periods apply to court claims, so do not let a slow complaint process eat your court deadline. A free assessment can tell you which route fits your loss.
Common questions
What can AFCA actually help with?
AFCA handles disputes with banks, insurers, super funds, financial advisers and other licensed financial firms — including scam-related transfer disputes, refused insurance claims, poor financial advice and irresponsible lending. The firm must be an AFCA member (virtually all Australian financial firms are). It is free for consumers.
What are the time limits for an AFCA complaint?
Generally, you must first complain to the firm and give it a chance to respond. You then usually have two years from the firm's final response (internal dispute resolution) to lodge with AFCA. Some older matters have different rules, so if your dispute is historic, get advice before assuming you are out of time.
Is there a cap on what AFCA can award?
Yes — AFCA has monetary caps on compensation that vary by complaint type, and they change periodically. If your loss exceeds AFCA's caps, part of your claim may be better pursued through negotiation or court. Check the current caps on AFCA's website and weigh them against the size of your loss.
Should I use AFCA or a lawyer?
For modest, clear-cut disputes AFCA is usually the right first stop — it is free and you keep the right to reject its decision and go to court. For larger or more complex losses, or where negligence by an adviser, accountant or valuer is involved, a legal claim may recover more. The two routes are not mutually exclusive, but timing matters: accepting an AFCA determination generally ends the matter.
Free, no-obligation case assessment
Tell us what happened and we will tell you honestly whether your loss is realistically recoverable. If it is not, we say so — there is no charge and no obligation to proceed.
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