Complaints & reporting
Submit, track or escalate a complaint against a Licensed Financial Institution, or report a concern anonymously.
Confirm your complaint is in scope before you spend time on a submission.
Read moreStart a formal complaint with secure document upload.
Read moreCheck the status of a complaint using your reference number.
Read moreReport a concern without giving your identity. You receive a one-time acknowledgement only.
Read moreThe independent stage for complaints that remain unresolved.
Read moreCheck that the institution you are complaining about is licensed.
Read moreBefore you submit
- 1
Contact the institution first
Raise the issue with the Licensed Financial Institution and give it the opportunity to respond before bringing the complaint to the OFC.
- 2
Gather your evidence
Account or policy references, dates, correspondence with the institution and any documents that support what happened.
- 3
Describe the outcome you want
Explain clearly what you are asking for. This helps the assessment and any discussion with the institution.
- 4
Check your details are current
We use the contact details supplied at submission to send updates and to ask follow-up questions.
What happens after you submit
Your complaint moves through a defined set of public statuses. You can see the current status at any time using your reference number.
- 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
Latest guidance
Still unsure where to start?
Use the help centre for answers to common questions, or contact the OFC directly.