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. (All financial service providers must be registered with an independent dispute resolution service, if they are not registered with us, they may be registered with the Banking Ombudsman, Insurance and Financial Services Ombudsman or Financial Services Complaints Limited – a Financial Ombudsman Service, you can look up who your financial service provider is registered with here.)
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.
Step 1:
Contact us:
- Phone us on 0508 337 337
- Online
- Complaint forms can be downloaded and sent to us via email or post.
Step 2:
Your financial service provider has an opportunity to work with you to resolve the issue.
Step 3:
If the complaint is not resolved, then FDRS will work with you both to reach an acceptable outcome together. This may include providing mediation.
Step 4:
If your complaint cannot be resolved through agreement, then the complaint can go to one of our specialist adjudicators.
The adjudicator investigates the complaint and makes a decision. The decision is binding on the financial service provider.