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Member resources

Case Studies

Spines of ring bindersWe resolve thousands of disputes each year. These case studies highlight the trends we are seeing, and are based on actual disputes we have considered.


Pile of paperworkIf we can’t resolve a dispute through negotiation or conciliation, we may make a written decision. All of our decisions are based on what is fair in all the circumstances, taking into account the law, any applicable industry codes of practice, and good industry practice. You can read past Determinations by searching our decisions database.

FOS Terms of Reference & Operational Guidelines

Cover of Terms of ReferenceOur Terms of Reference set out the types of disputes we can consider, and outline our dispute resolution process and reporting obligations. The Operational Guidelines to our Terms of Reference give more detail about how we apply these rules.

The FOS Approach

Hands exchanging folder We have created a series of documents that explain how we reach decisions about key issues. Read the FOS Approches relating to common issues and dispute types that we receive.

Comparative Tables

Hand holding pen at graphThe Comparative Tables present dispute statistics about financial services providers that are members of FOS. For each financial services provider listed, the tables show the likelihood of a dispute coming to FOS, the average time it took to reach a resolution, and the outcomes achieved through our resolution process.


Michael Ridgway, Executive General Manager - General Resolution; Philip Field, Lead Ombudsman - Banking & Finance; and John Price, Lead Ombudsman - General Insurance.View presentations from past events and learn about upcoming member events and how you can be involved.


Woman presenting elearningLearn more about dispute resolution at FOS through online learning modules developed specifically for members.

Systemic Issues eLearning
This module helps you to learn about the way we identify, manage, resolve and report on systemic issues. A systemic issue is one that affects a wider group of customers than just the person who lodged their dispute with FOS.


Secure Services

More resources are available via the Secure Services member portal.

Log in to Secure Services

Members must register to access this portal. For help with registering for or logging into Secure Services, see our Member FAQs or contact the Membership team on 1300 56 55 62 or via

Using the FOS logo

Access our logo and learn how it may be used, as well as guidance on how to let customers know about FOS.