What we do
We provide accessible, fair and independent dispute resolution
The Financial Ombudsman Service fairly and independently resolves disputes between consumers — including some small businesses — and member financial services providers. Membership of the Financial Ombudsman Service is open to any financial services provider carrying on business in Australia.
Our independent dispute resolution processes cover financial services disputes including banking, credit, loans, general insurance, life insurance, financial planning, investments, stock broking, managed funds and pooled superannuation trusts.
Read further information about our dispute handling process.
We provide a national service that is free to consumers
Our service is free to consumers. Our contact details.
We are an alternative to going to court
There is no need to obtain legal or other advice when lodging a dispute unless you wish to. If you choose to use an adviser you will usually have to pay for the advice yourself.
We can help you with the dispute process
If you are unhappy with a financial, insurance or investment product or service, you should complain to the financial services provider and ask it to resolve your dispute in accordance with its own Internal Dispute Resolution process. All financial services providers who are members of the Financial Ombudsman Service have Internal Dispute Resolution processes.
If you are not happy with the response you receive, you can contact us and we can offer conciliation processes or we may investigate the dispute and issue a written decision on your case which is binding on the financial services provider.
What is an ombudsman?
ANZOA, the Australian and New Zealand Ombudsman Association, has published a policy statement setting out the essential criteria for describing a body as an ombudsman.
View/download (PDF)