Making a complaint to Financial Dispute Resolution Service is a simple and free
Financial Dispute Resolution Service works with you and your financial service provider to reach agreement on your complaint. If that is not possible, Financial Dispute Resolution Service will make a decision on the complaint.
The Financial Dispute Resolution Service is free for consumers and we are here to support you each step of the way.
The complaint process:
You can either make a complaint directly with your financial service provider or with help from Financial Dispute Resolution Service if your financial service provider is registered with us.
If you are not sure what to do, call us. We will discuss the issue with you and provide guidance on how to make your complaint. We can also assist in getting your complaint to your financial service provider if you are unable to do so yourself.
Financial Dispute Resolution Service can help you make a complaints by:
- Phone on 0508 337 337
- Online
- Complaint forms can be downloaded and completed by hand.
This is an opportunity for you and your financial service provider to work out the issue together. Two months are allowed for this step.
If your issue is unresolved, Financial Dispute Resolution Service will actively work with both you and your financial service provider to settle the matter as quickly as possible. This may include mediation.
We can work with you by email, phone, skype or in person.
If no agreement can be reached, Financial Dispute Resolution Service will make a decision which is binding on the financial service provider.
When investigating your complaint the adjudicator will consider any relevant law, industry practice and what is fair and reasonable.
The adjudicator will draft a provisional decision and allow both parties time to respond within a timeframe before issuing a final decision.