Escalating a complaint to AFCA
If you can't resolve a dispute with a financial firm, AFCA offers free, independent external dispute resolution.
This guide helps you
- Understand what AFCA is and what it can help with
- Know when you can take a complaint to AFCA
- Learn the steps to lodge an external complaint
- Prepare your evidence for an AFCA complaint
- Know it's free and where to get extra help
8 min
What's happening
The Australian Financial Complaints Authority (AFCA) is a free, independent external dispute resolution scheme. If you have a complaint about a financial firm — such as a bank, lender, or many debt buyers and collectors — and you can't resolve it with them directly, you can usually take it to AFCA at no cost. AFCA can consider disputes about credit, hardship, fees, defaults and collection conduct. This is general information, not legal advice.
Your first steps
- Complain to the firm first. AFCA generally expects you to give the business a chance to resolve it.
- Get the firm's final response or wait for their complaint timeframe to pass.
- Check the firm is an AFCA member (most financial firms are).
- Gather your evidence before you lodge.
Step by step
- Lodge an internal complaint with the firm and keep their response.
- Lodge with AFCA if you're not satisfied or they don't respond in time.
- Explain what went wrong and what outcome you want.
- Provide your evidence — correspondence, statements and your timeline.
- Work with AFCA as they investigate and try to resolve it.
What evidence helps
AFCA will want the story and the paperwork: your internal complaint and the firm's response, relevant statements and contracts, a clear timeline, and a short summary of the outcome you're seeking. The more organised your evidence, the smoother the process. You can read more about AFCA and other schemes at directory.merion.com.au/bodies.
Where to get free help
AFCA itself is free to use. A financial counsellor can help you prepare — call the National Debt Helpline on 1800 007 007 — and free legal help is available from community legal centres. You don't need a paid representative to lodge a complaint with AFCA.
Key takeaways
- AFCA is free, independent external dispute resolution for financial complaints
- Complain to the firm first and keep their final response
- Lodge with AFCA if unresolved, with your evidence and desired outcome
- You don't need to pay anyone — free help is available to prepare
Frequently asked questions
Does AFCA cost anything?
No, AFCA is free for consumers. You also don't need a paid representative — free help is available from financial counsellors and legal centres.
When can I go to AFCA?
Generally after you've complained to the firm and either received their final response or given them their allowed time to respond.
What can AFCA help with?
Many disputes about credit, fees, hardship, defaults and collection conduct involving financial firms. Check the firm is an AFCA member first.
This is general information, not legal or financial advice. Your situation is unique and rules can vary by state and over time — for advice on your circumstances, speak to a free financial counsellor (National Debt Helpline 1800 007 007) or get legal help.
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