How to lodge a dispute

• We encourage you to contact the financial services provider consumer complaints area first to discuss the issue and see if it can be resolved quickly.

• Before we can consider the dispute, the financial services provider must have been given an opportunity to resolve the dispute with you directly. In most cases, the financial services provider has up to 45 days to respond to your complaint.

• If the dispute remains unresolved after you have made a complaint to the financial services provider, you can lodge a dispute with us.

• If the financial services provider has not yet had an opportunity to resolve the dispute with you directly, we will “register” the dispute. As part of our registration process, we will contact the financial services provider and ask it to respond to you directly.

» Lodge a dispute with us online

» Download dispute form as a PDF (only if you wish to complete by hand) 

Do you want to provide information about a dispute you have already lodged with us?

• If you are providing additional information about a dispute you have already lodged, please e-mail the information to info@fos.org.au. This includes information about any dispute that has been registered with us but remains unresolved. If you have been given a case number, please quote it in the subject line. For other ways to provide us with information including our postal address see our contact details.