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Lodge a dispute

Review dispute

warning If you have already lodged or registered a dispute with us, please do not provide additional information through this dispute form.

This form should only be used for lodging a new dispute. If there is additional information you want to provide about an existing case, you can e-mail it to us at info@fos.org.au. If you have been given a case number, please quote it in the subject line. For other ways to provide us with information, see our Contact Details.


Please review the details you have entered and take one of the following actions:

1. Click on the button "Submit" if you are satisfied with the details entered.

2. Click on the button "Edit Dispute" if you want to amend one or more of the details entered.


Contact Details - Applicant 1

Contact Details - Applicant 2 (if applicable)

Are you registering the complaint on behalf of a business *

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Contact Details - Authorised Agent

Please only complete if someone else is acting on your behalf in relation to your dispute.

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Dispute Details

Click here to select a service

Please provide a reference that will help the financial services provider to locate the product or service that you are complaining about. For example, if your dispute is about an insurance policy, please provide the policy number. If you dispute is about a bank account, please provide the account number. If you are unable to provide any reference, select the option "no reference".

Please choose which of the following categories you believe best describes the product(s) which your dispute concerns:

Banking & Finance

Select this item

Credit

  • loans
  • credit cards
  • lines of credit
  • overdrafts
  • hire/purchase agreements
  • margin loans
  • guarantees
Select this item

Deposit accounts

  • savings accounts
  • transaction accounts
  • term deposits
  • mortgage offset accounts
  • safe custody items
Select this item

Payments and transactions

  • ATM transactions
  • EFTPOS transactions
  • cheques
  • direct debits
  • internet banking
  • merchant facilities
  • telegraphic transfers
  • foreign currency exchange
  • Internet payment systems (e.g. PayPal)
  • rewards points

Insurance & Investments

Select this item

Insurance

  • home and contents insurance
  • motor vehicle insurance
  • small business insurance
  • extended warranties
  • travel insurance
  • life insurance
  • funeral plans
  • annuities
  • income protection insurance
  • public liability insurance
  • professional indemnity insurance
Select this item

Investments

  • managed investments
  • shares
  • bonds
  • debentures
  • derivatives
  • foreign currency trading
  • bills of exchange
  • superannuation
  • retirement savings accounts
  • timeshare schemes

Click here to select an Issue

Please choose which of the following categories you believe best describes the product(s) which your dispute concerns:


Select this item

Instructions

Includes disputes about:

  • failure to follow instructions
  • delay in following instructions or processing a transaction
Select this item

Financial difficulty

Includes disputes about:

  • difficulty meeting repayments on a credit facility such as a loan or credit card
  • a request to postpone legal proceedings or repossession
  • a default notice
Select this item

Service

Includes disputes about:

  • mismanagement of customer details (e.g. an incorrectly recorded address)
  • delay in handing a complaint or insurance claim
  • incorrect information provided about an account balance or repayment amount
  • the loss of documents or personal property
  • technical problems (e.g. with a website)
  • failure to provide special needs assistance (e.g. for language difficulties or a physical impairment)
  • inappropriate liquidation of an investment portfolio
  • general service quality issues
Select this item

Transactions

Includes disputes about:

  • unauthorised transactions
  • dishonoured or rejected transactions
  • payments made to the wrong person
Select this item

Disclosure

Includes disputes about:

  • incorrect or insufficient information provided about a product or service
Select this item

Charges

Includes disputes about:

  • fees
  • interest
  • insurance premiums
  • commissions
  • other costs or charges
  • the deductible or excess applied to an insurance claim
  • incorrect application of a no claim bonus to an insurance premium

 

Select this item

Advice

Includes disputes about:

  • financial or investment advice (e.g. from a financial planner)
Select this item

Privacy & Confidentiality

Includes disputes about:

  • a breach of privacy or confidentiality
  • consumer credit reporting (e.g. a default listing in relation to a personal debt)
  • a refusal to provide access to personal information held about a customer
Select this item

Financial services provider's decision

Includes disputes about:

  • a decision in relation to an insurance claim
  • the cancellation of an insurance policy
  • a rejected application for a product or service
  • a decision about the terms or features of a product or service
  • a decision about the amount or type of credit provided to a customer
  • a decision to sell a debt
  • inappropriate collection activity or debtor harassment
  • mistaken identity of a debtor (i.e. where the wrong person is being pursued for a debt)
  • the sale of a property held as security for a debt
  • inappropriate issuing of a margin call notice
  • commercial credit reporting (e.g. a default listing in relation to a business debt)




The date you complained to the financial services should be the first date that you let the financial services provider know what it is that you’re not happy about, and made it clear that you wanted something done about it. A complaint may be made in writing, over the phone or in person’.

If you can’t remember the exact date you made a complaint, give us an estimate, but try to make it as accurate as possible. If you’re sure that you made a complaint more than 45 days ago, please make sure that you enter a date, even if it’s only an estimate. This is important for us in determining what should happen with your dispute.










What to Include when you Lodge your dispute

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The Financial Ombudsman Service (FOS) conducts surveys from time to time to understand how we can improve our services and information to consumers. Please let us know if you would like to be involved by selecting one of the responses below.


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