Australian Financial Complaints Authority (AFCA)
All Australian Financial Services Licensees and Australian Credit Licensees must be a member of the Australian Financial Complaints Authority (AFCA). AFCA independently resolves disputes between member financial services providers and clients.
All AFS licensees and Credit licensees have the risk of a disgruntled client making a complaint to AFCA. We can help you mitigate this risk by ensuring your internal dispute resolution procedures, which are also a requirement of your AFSL and ACL, give you the best chance to resolve any complaints in-house.
Unfortunately, sometimes disputes escalate. If your clients do make a complaint to AFCA, we can assist you throughout the process, including preparing your submissions. We will quickly evaluate the problem and advise on the best approach. We have helped many clients through their interactions with AFCA.
Contact us today to see how we can assist.