Bank, Lender or Super Complaint (AFCA)
Problem with your bank, lender, credit card, buy now pay later provider, super fund or financial adviser? Two documents: a formal complaint to the firm under its internal dispute resolution process, stating the deadline it has to answer you, and a complaint statement for you to check and lodge with the Australian Financial Complaints Authority (AFCA), which is free for consumers, if the firm does not fix it in time or you disagree with its answer. Ready in about 5 minutes.
What this document does
- A formal complaint to the firm under its internal dispute resolution process, setting out what happened, why you are dissatisfied and what you want done.
- States the response deadline under ASIC Regulatory Guide 271: 30 calendar days for most complaints, 45 for most super complaints, 21 for some credit hardship and default complaints.
- A complaint statement for the Australian Financial Complaints Authority (AFCA), which you check and lodge yourself if the firm does not fix it in time or you disagree with its answer.
- Covers banks, lenders and credit providers, buy now pay later providers, super funds and financial advisers. Insurance claims and scam losses have their own documents.
- Cites only the Commonwealth law that fits your facts: the IDR duty, responsible lending, hardship, or the financial advice duties.
- Delivered as PDFs you download and send or lodge yourself. Claim Done does not lodge anything for you.
What we'll ask you
Plain-English questions, one at a time. No legal knowledge needed — if you don't know an answer exactly, your best estimate is fine.
- Who is the complaint about?
- What is the firm's name? Use the name on your statements, contract or letters. For a financial adviser, give the adviser's business name and, if you know it, the licensee they work under.
- Which account, loan, card, plan or fund is it about? Add any account, member or reference number if you have it.optional
- What is the main problem?
- Is it about who receives a super death benefit (money the fund pays after a member dies)?
- Tell me what happened, in order, with dates and amounts where you have them. Rough dates are fine.
- Have you already complained to the firm?
- If you have complained: when and how, any complaint reference number, and what they said in reply. Skip this if you have not complained yet.optional
- How much money is involved? The amount charged wrongly, lost, or owed to you. Give your best figure, because the complaint statement uses it. Skip this only if it is not about money.optional
- What do you want the firm to do to fix it?
- What documents do you have? Statements, contracts, letters, emails, the firm's reply, notes of calls.optional
- You review it first · Nothing is sent to anyone else
- 2 free amendments included
- All Australian states and territories
- Stripe secured · 256-bit encrypted
One national scheme, the same in every state
Complaints about banks, lenders, buy now pay later providers, super funds and financial advisers are governed by Commonwealth law, wherever you live.
All states and territories
The complaint goes first to the firm's internal dispute resolution process, and then to the Australian Financial Complaints Authority (AFCA). No state or territory Act, regulator, tribunal or court has any role.
First: The firm's internal dispute resolution process
Then: Australian Financial Complaints Authority (AFCA), national
From your answers to a finished AFCA Complaint in three steps
Answer 11 quick questions
Who it’s about, what happened and what you want. Plain English, one question at a time.
We draft the complaint and the AFCA statement
Your complaint to the firm and your AFCA statement are drafted from your answers under the Commonwealth law that fits your facts, then formatted as professional PDFs. Usually ready within about five minutes.
Review, confirm, receive
The draft lands in your dashboard for you to read. Change anything that isn't right (two free amendments), confirm it, and we email you the final PDF. Nothing is sent to anyone else.
Ready? Start now.
No card required until the end. No account needed to start.
Start My AFCA Complaint — $97 →$97 flat fee · You review it first · edit it yourself any time, plus 2 redrafts
Everything about the Bank, Lender or Super Complaint (AFCA)
How much does the AFCA Complaint cost?
A flat $97 AUD, including GST. There is no card required to start, no subscription and no hourly rate — you see the full summary of your answers before you pay.
How long does it take?
There are 11 questions, which take a few minutes to answer. You see a full summary of your answers before you pay; your document is drafted once your payment is confirmed.
When do I get the document?
The draft of your Bank, Lender or Super Complaint (AFCA) is usually ready in about 5 minutes. You read it on your dashboard and can change the wording; once you confirm it, the final PDF is available to download and emailed to you.
What if I need changes?
You read the full AFCA Complaint on your dashboard first. You can change the wording or ask for a redraft, with unlimited edits and 2 redrafts included, then confirm it and the final PDF is yours to download and keep.
Does it work in my state?
Yes, anywhere in Australia. Complaints about banks, lenders, buy now pay later providers, super funds and financial advisers are governed by Commonwealth law, and AFCA is the same national scheme in every state and territory.
Is AFCA free?
Yes. AFCA describes itself as a free, fair and independent service for consumers and small businesses with complaints about financial firms.
Do I have to complain to the firm first?
Usually, yes. AFCA says the first step is usually to raise the problem with the firm, and AFCA generally refers a complaint back to the firm before it looks at it. That is why this pack starts with a complaint to the firm.
How long does the firm have to reply?
Under ASIC Regulatory Guide 271, most firms must give a final response no later than 30 calendar days after receiving the complaint. Super fund trustees have 45 calendar days for most complaints (a complaint about who receives a death benefit has its own timeframe), and credit complaints about default notices, hardship or postponing enforcement have 21 calendar days.
Is there a time limit for going to AFCA?
Yes. Under AFCA's Rules, most complaints must reach AFCA within two years of the firm's final response, and within six years of when you first became aware of the loss, whichever is earlier. AFCA may accept a later complaint in special circumstances, and some super complaints have different, strict limits.
Does this cover insurance or scams?
No. Insurance claims and scam losses have their own documents: the Insurance Complaint (AFCA) and the Scam Recovery Letter.
Other government & complaints documents
Put it in writing today.
A few quick questions and your Bank, Lender or Super Complaint (AFCA) is drafted from your answers. No card required until the end.
Start My AFCA Complaint — $97 →