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ARTICLE · 20 FEBRUARY 2017

Financial Ombudsman Service complaints – when, where and how

Cooper Grace Ward
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FOS Australia deals with a range of FSP disputes including banking, credit, loans, insurance and financial planning.

AustraliaFinance and Banking
Graham Roberts
Graham Roberts
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The Financial Ombudsman Service Australia (FOS) deals with a range of disputes including banking, credit, loans, insurance and financial planning.

FOS provides an independent dispute resolution procedure for consumers and small businesses that are unable to resolve complaints with member financial service providers (FSP).

FOS only has jurisdiction over the matters specified in section B of the FOS Terms of Reference. We will discuss jurisdiction in a further bulletin.

Where there is jurisdiction, there are a number of steps involved in a FOS dispute.

Step 1: Lodge your dispute

You will only be eligible to lodge your dispute with FOS, if your FSP is a member. As a first step, you should check that your FSP is a member of FOS through the FOS website. You will then need to lodge your dispute online, also through the FOS website.

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