For consumers of financial services
Know your rights, recognise scams, and resolve issues with licensed banks, insurers, credit unions and money services.
The conduct standards Licensed Financial Institutions are expected to meet.
Read moreCurrent advisories and how to report suspicious activity.
Read moreStart a formal complaint against a Licensed Financial Institution.
Read moreCheck progress on a complaint you have already submitted.
Read moreConfirm whether an institution is licensed before you deal with it.
Read moreSearchable reference material for consumers.
Read moreResolving an issue, step by step
- 1
Raise it with the institution
Raise the issue directly with the institution and keep a record of what you send.
- 2
Allow time to respond
Give the institution a reasonable opportunity to respond.
- 3
Bring it to the OFC
If the outcome is unsatisfactory, check eligibility and submit a complaint to the OFC.
- 4
Track your reference
Track your reference number for status updates and requests for more information.
- 5
Escalation
Where the matter cannot be resolved, it may be referred to the Financial Dispute Resolution Commission.
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Common questions
Ready to raise a complaint?
Check that your complaint is in scope, then submit it with your supporting documents.