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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 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, please e-mail it to us. If you have been given a case number, please quote it in the subject line. For other ways to provide us with information, see Contact Details.


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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 Question guide

This section should be completed with the details of the Applicant(s). The Applicant is the person who is in dispute with the Financial Services Provider (usually the customer). If the Applicant is a company or association, the form must be completed by someone who is authorised to act on behalf of the company or association.

Contact Details - Applicant 2 (if applicable)

Are you lodging the dispute on behalf of a business? *

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Contact Details – Representative

This section should only be completed if you wish to appoint someone to act on your behalf in dealing with us Question guide

If you appoint a representative, the representative and any organisation they work for will be our point of contact and will be sent all correspondence related to your dispute. The Financial Ombudsman Service provides a free service. There is no need for an Applicant to be represented. Where an Applicant chooses to be represented by another party, any cost incurred through this representation will usually be the responsibility of the Applicant.

Dispute Details

Please select the full name of the Financial Services Provider that the dispute concerns. If the Financial Services Provider is a company, its full name may be different to other names it trades under. However, the full name will usually appear on any documentation issued by the Financial Services Provider such as a letter, contract or brochure. The full name may only appear in small print, and is likely to end in a term such as "Limited" or "Pty Ltd".

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".

Type of financial service *

Click here to select a service

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

General Insurance

  • home and contents insurance
  • motor vehicle insurance
  • small business insurance
  • residential strata title insurance
  • extended warranties
  • travel insurance
  • public liability insurance
  • professional indemnity insurance
Select this item

Life Insurance

  • life insurance
  • income protection insurance
  • total and permanent disability insurance
  • trauma insurance
  • annuities
  • endowments
  • funeral plans
  • scholarship funds
Select this item

Investments

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

Traditional Trustee Services

Select this item

Traditional Trustee Services

  • wills
  • enduring powers of attorney
  • management of deceased estates
  • specific purpose trusts
  • beneficiary trusts

Issue in dispute *

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
  • delays in administering a deceased estate
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

Advice

Includes disputes about:

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

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)
  • a decision about the distribution of assets from a deceased estate
Select this item

Privacy and 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



When did I complain?

The date you complained to the Financial Services Provider 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.

What if I can’t remember the date?

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.

If your dispute concerns a decision made in relation to an insurance claim, the date recorded here should be the first date you informed the insurer that you are not satisfied with its assessment of the claim, and that you want the decision reviewed.

Date complaint was first made to the Financial Services Provider

Since you made a complaint, have you received a written response from the Financial Services Provider explaining its final position in relation your complaint? (if so we may ask you to provide us with a copy) *

If there is a financial loss you are claiming and you know the amount, enter it here. Question guide

For example, the financial loss you are claiming may include:
• the amount of a fee, interest charge or insurance premium you believe has been charged incorrectly
• the monetary value of an insurance claim that has been declined or that is in dispute, or
• losses you believe have occurred as a result of inappropriate financial advice.

Please provide details of any calculations above, as part of your explanation of what you think is a fair and reasonable resolution to the dispute.

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Please provide all supporting documents (e.g. copies of correspondence, account statements, loan or policy documents). It is important that we receive a copy of any response from the Financial Services Provider that has not resolved the dispute.

What to Include when you Lodge your dispute

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Authority

For general information on how we deal with information provided to us and the Applicant's privacy rights, see our privacy policy.
Our dispute handling process is governed by our Terms of Reference.

Feedback

From time to time we, or other parties acting on our behalf, may contact you to ask whether you would like to provide feedback about our services. This will help us to understand how we can best improve as an organisation. If you do not wish to be contacted by us to provide such feedback, please tick the box below.

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