AFCA Complaint (Australian Financial Complaints Authority)

An AFCA complaint is a formal complaint lodged with the Australian Financial Complaints Authority — the free, independent dispute-resolution body for consumer disputes against banks, insurers, super funds, financial advisers, and other AFCA-member financial services providers. AFCA can make binding determinations against the financial firm up to substantial monetary limits, and the process is free for consumers.

Why this document matters

AFCA is one of the most consumer-friendly dispute paths in Australia — it's free, fast (typically resolved in 60–180 days), and binding on financial firms but not on consumers. Most consumers don't know how powerful it is.

How Claim Done can help

AFCA accepts complaints directly from consumers without legal representation — most cases proceed without a lawyer, and AFCA’s role is to be inquisitive rather than adversarial. You can lodge directly at afca.org.au at no cost. If you’ve already received a written response from the financial firm rejecting your complaint and you need a strong written reply before escalating to AFCA, our Legal Response ($79) service drafts that response — it cites the right consumer-protection legislation and frames your AFCA application from the strongest position.

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