How to file

Complaint Guide

Six steps from submission to resolution.

  1. 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. 2

    Gather your documents

    Statements, contracts, correspondence, transaction receipts and any reference numbers.

  3. 3

    Check eligibility

    Use the Eligibility Checker to confirm the OFC can review your matter.

  4. 4

    Submit through the wizard

    Provide complainant details, the institution involved, the issue, and the resolution you seek.

  5. 5

    Track progress

    You'll receive a unique reference number. Track it any time using your email + reference.

  6. 6

    Decision or referral

    OFC issues a decision or refers the matter to the FDRC with your consent.

What you'll need before you start

  • Your full name and contact details
  • The LFI's name and the branch involved
  • Date(s) of incident
  • Description of the issue
  • Any supporting documents (PDF / JPG / PNG up to 10 MB each)
Start the wizardCheck eligibility first
Need help?

Not sure whether OFC can help?

Use the eligibility checker or reach out to our team.

Check eligibilityContact us