Complaint Guide
A step-by-step guide to filing a financial complaint with the OFC, from first contact with your institution to decision or referral.
Six steps from submission to resolution
- 1
Try with your bank first
Lodge the complaint directly with the Licensed Financial Institution and allow up to 30 days for a response.
- 2
Gather your documents
Statements, contracts, correspondence, transaction receipts and any reference numbers.
- 3
Check eligibility
Use the Eligibility Checker to confirm the OFC can review your matter.
- 4
Submit through the wizard
Provide complainant details, the institution involved, the issue, and the resolution you seek.
- 5
Track progress
You will receive a unique reference number. Track it any time using your email and reference.
- 6
Decision or referral
OFC issues a decision or refers the matter to the FDRC with your consent.
What you will need before you start
- Your full name and contact details
- The institution name and the branch involved
- Date(s) of incident
- Description of the issue
- Any supporting documents (PDF / JPG / PNG up to 10 MB each)
How your complaint status is reported
These are the only statuses shown publicly while your complaint progresses.
- Received
- Assigned
- In Progress / Being Assessed
- Resolved
- Closed
- Referred to Financial Dispute Resolution Commission
- Application for Review by Commission In Progress
- Appealed to High Court
Not sure whether the OFC can help?
Use the eligibility checker or reach out to our team.