Stuck battling a financial services complaint? If you're frustrated by a:
Rejected insurance claim
Banking error
Superannuation issue
Problem with a loan, credit, or financial advice
The Australian Financial Complaints Authority (AFCA) is an independent body that can step in and help you get the fair outcome you deserve. But there are time and financial limits, you must follow certain steps and provide key documents to successfully resolve your complaint.
That’s where Handle My Complaint comes in.
When should you raise an AFCA complaint
Stuck battling a financial services complaint? If you're frustrated by a:
Rejected insurance claim
Banking error
Superannuation issue
Problem with a loan, credit, or financial advice
The Australian Financial Complaints Authority (AFCA) is an independent body that can step in and help you get the fair outcome you deserve. But there are time and financial limits, you must follow certain steps and provide key documents to successfully resolve your complaint.
That’s where Handle My Complaint comes in.
Get support with your financial services complaint
Handle My Complaint has helped many consumers lodge AFCA complaints and get the support they need. Our complaint experts works alongside you to make the process easier and increase your chances of a fair outcome.
We know how AFCA works — and how to get results. Here’s how we support you:
✅ Help you prepare and submit a strong, well-supported complaint
✅ Communicate with your financial institution on your behalf
✅ Provide expert guidance throughout the AFCA process
Get support with your financial services complaint
Handle My Complaint has helped many consumers lodge AFCA complaints and get the support they need. Our complaint experts works alongside you to make the process easier and increase your chances of a fair outcome.
We know how AFCA works — and how to get results. Here’s how we support you:
✅ Help you prepare and submit a strong, well-supported complaint
✅ Communicate with your financial institution on your behalf
✅ Provide expert guidance throughout the AFCA process
Mistakes with transactions, delays in transfers, or unauthorised account activity? If your bank’s response leaves you frustrated or without answers, AFCA can help you push for a resolution.
Issues with super can be confusing — from delayed payments to denied insurance claims inside your fund. If your fund hasn’t handled your money or insurance properly, AFCA can step in to untangle things.
If your credit report has errors, your loan was mishandled, or you've been charged fees you didn’t agree to, you might have grounds for a complaint. Whether it’s a dispute with a lender, broker or buy now, pay later provider — AFCA can step in when things don’t add up.
Mistakes with transactions, delays in transfers, or unauthorised account activity? If your bank’s response leaves you frustrated or without answers, AFCA can help you push for a resolution.
Issues with super can be confusing — from delayed payments to denied insurance claims inside your fund. If your fund hasn’t handled your money or insurance properly, AFCA can step in to untangle things.
If your credit report has errors, your loan was mishandled, or you've been charged fees you didn’t agree to, you might have grounds for a complaint. Whether it’s a dispute with a lender, broker or buy now, pay later provider — AFCA can step in when things don’t add up.
AFCA helps consumers who feel let down by their bank, insurer, or super fund. It’s especially helpful when you’re facing an unresolved insurance claim, financial product issue, or poor customer service from a financial service provider.
Consider lodging an AFCA complaint if you disagree with your provider's decision, left waiting with no response, or if you've gone through their internal dispute process but still aren't satisfied.
Time limit for AFCA complaints
You need to lodge within 6 years of noticing the issue — or within 2 years of receiving a final IDR response.
Who can complain to AFCA
AFCA helps consumers who feel let down by their bank, insurer, or super fund. It’s especially helpful when you’re facing an unresolved insurance claim, financial product issue, or poor customer service from a financial service provider.
Consider lodging an AFCA complaint if you disagree with your provider's decision, left waiting with no response, or if you've gone through their internal dispute process but still aren't satisfied.
Time limit for AFCA complaints
You need to lodge within 6 years of noticing the issue — or within 2 years of receiving a final IDR response.
How long does an AFCA complaint take
The AFCA complaints process depends on how complex your issue is and the strength of your evidence. AFCA usually starts with an informal resolution like negotiation or conciliation. If that doesn’t work, they move to a more formal process.
Here's how it works:
AFCA conducts a preliminary assessment of your complaint.
If you and your provider agree with this assessment, you can respond within:
7 days for fast-tracked complaints
30 days for standard complaints
If no agreement is reached, AFCA issues a Determination — a final decision that your insurer must legally follow.
How long does an AFCA complaint take
The AFCA complaints process depends on how complex your issue is and the strength of your evidence. AFCA usually starts with an informal resolution like negotiation or conciliation. If that doesn’t work, they move to a more formal process.
Here's how it works:
AFCA conducts a preliminary assessment of your complaint.
If you and your provider agree with this assessment, you can respond within:
7 days for fast-tracked complaints
30 days for standard complaints
If no agreement is reached, AFCA issues a Determination — a final decision that your insurer must legally follow.
Not sure if AFCA is right for you?
Let Handle My Complaint help. We’ll review your case, ensure it has the right evidence, and guide you through the AFCA process to get the outcome you deserve.
Let Handle My Complaint help. We’ll review your case, ensure it has the right evidence, and guide you through the AFCA process to get the outcome you deserve.
Handle My Complaint is a trusted voice on consumer issues, regularly featured in the media
for expert insights on insurance and other financial matters.
Making headlines
Handle My Complaint is a trusted voice on consumer issues, regularly featured in the media for expert insights on insurance and other financial matters.
Why your complaint matters
If you're dealing with a financial dispute, your experience matters. Your complaint doesn’t just help your own case — it can highlight broader issues and lead to better outcomes for others facing similar problems.
Here’s why it’s important:
Supports your claim
The right records and evidence can strengthen your AFCA complaint.
Strengthen the bigger picture
AFCA looks for patterns in complaints. Your experience could reveal bigger industry problems.
Protect your rights
There’s a time limit for AFCA complaints, so acting now ensures you receive the outcome you deserve.
Make a complaint with Handle My Complaint today.
We’ll support you through the AFCA process and help you present your case in a stronger way to get a better outcome.
If you're dealing with a financial dispute, your experience matters. Your complaint doesn’t just help your own case — it can highlight broader issues and lead to better outcomes for others facing similar problems.
Here’s why it’s important:
Supports your claim
The right records and evidence can strengthen your AFCA complaint.
Strengthen the bigger picture
AFCA looks for patterns in complaints. Your experience could reveal bigger industry problems.
Protect your rights
There’s a time limit for AFCA complaints, so acting now ensures you receive the outcome you deserve.
Make a complaint with Handle My Complaint today.
We’ll support you through the AFCA process and help you present your case in a stronger way to get a better outcome.
Whether you’re dealing with a rejected insurance claim, a banking error, or a superannuation dispute, strong evidence is key to building a solid case. Here’s what to include:
Policy or account documents – For insurance, include your policy, schedule, and Product Disclosure Statement (PDS). For banking, loans, super and investments, include account statements, contracts or advice documents.
Claim forms or transaction records – For insurance complaints, submit claim forms, quotes or invoices. Banking or loan disputes need transaction histories, payment records or evidence of incorrect fees.
Assessment reports – For insurance or property damage, reports from builders or assessors help. For financial complaints, include expert opinions or evaluations.
Correspondence – Share emails, letters, call logs or chat messages between you and your provider that shows how the issue was handled or left unresolved.
Out-of-pocket expenses – Provide receipts for costs you’ve had to cover yourself, like repairs, fees, or financial losses.
Photos and videos – For insurance claims or product-related complaints, provide clear photos or videos showing the damage or issue in question.
What evidence helps strengthen your case
Whether you’re dealing with a rejected insurance claim, a banking error, or a superannuation dispute, strong evidence is key to building a solid case. Here’s what to include:
Policy or account documents – For insurance, include your policy, schedule, and Product Disclosure Statement (PDS). For banking, loans, super and investments, include account statements, contracts or advice documents.
Claim forms or transaction records – For insurance complaints, submit claim forms, quotes or invoices. Banking or loan disputes need transaction histories, payment records or evidence of incorrect fees.
Assessment reports – For insurance or property damage, reports from builders or assessors help. For financial complaints, include expert opinions or evaluations.
Correspondence – Share emails, letters, call logs or chat messages between you and your provider that shows how the issue was handled or left unresolved.
Out-of-pocket expenses – Provide receipts for costs you’ve had to cover yourself, like repairs, fees, or financial losses.
Photos and videos – For insurance claims or product-related complaints, provide clear photos or videos showing the damage or issue in question.
How to make a complaint and submit your evidence
Making a complaint and submitting your evidence that strengthens your case is fast and easy. Simply follow these steps to get started.
1. Visit Handle My Complaintand login using Gmail, Facebook, or create a new account.
2. Click “Submit new complaint".
3. Select the financial product your complaint relates to. You can choose from “Banking", “Insurance”, “Superannuation”, or “Other” for any other financial issues.
4. Choose the issue type and enter the full complaint details.
5. When prompted for the organisation, enter the name of your financial service provider.
For insurance complaints, you’ll also need to provide your insurer’s email address.
6. Provide your account number or any other reference related to the issue, such as a complaint number from the organisation. If it's an insurance complaint, include your claim or policy number.
7. Describe your experience and provide any relevant background that helps explain your complaint.
8. Once you reach the evidence upload screen, follow these steps
Evidence type: Select the type of evidence you are currently uploading (e.g. Invoice)
Description: Add a brief description of the file you are uploading (e.g. Invoice for insurance premiums)
Value: Please indicate the monetary value related to that document (e.g., if you paid a premium for $1,000, enter $1,000).
Date: Provide the date of the document or the photo was taken
Click “Choose file +” to select the evidence you want to upload from your device
Repeat the steps to upload additional files as needed.
How to make a complaint and submit your evidence
Making a complaint and submitting your evidence that strengthens your case is fast and easy. Simply follow these steps to get started.
1. Visit Handle My Complaintand login using Gmail, Facebook, or create a new account.
2. Click “Submit new complaint".
3. Select the financial product your complaint relates to. You can choose from “Banking", “Insurance”, “Superannuation”, or “Other” for any other financial issues.
4. Choose the issue type and enter the full complaint details.
5. When prompted for the organisation, enter the name of your financial service provider.
For insurance complaints, you’ll also need to provide your insurer’s email address.
6. Provide your account number or any other reference related to the issue, such as a complaint number from the organisation. If it's an insurance complaint, include your claim or policy number.
7. Describe your experience and provide any relevant background that helps explain your complaint.
8. Once you reach the evidence upload screen, follow these steps
Evidence type: Select the type of evidence you are currently uploading (e.g. Invoice)
Description: Add a brief description of the file you are uploading (e.g. Invoice for insurance premiums)
Value: Please indicate the monetary value related to that document (e.g., if you paid a premium for $1,000, enter $1,000).
Date: Provide the date of the document or the photo was taken
Click “Choose file +” to select the evidence you want to upload from your device
Repeat the steps to upload additional files as needed.
Make your AFCA complaint the easy way
Save time and hassle — let us take your complaint to AFCA.
From insurance disputes to other financial issues, our experts take the pressure off and work to get you the fair result you deserve.
Save time and hassle — let us take your complaint to AFCA. From insurance disputes to other financial issues, our experts take the stress off your shoulders and fight for a fair outcome.
Can't find the answer you're looking for? Head to our contact pageand ask, we're here to help.
Why use Handle My Complaint rather than going directly to AFCA?
The AFCA complaints process can be complex and time-consuming. Handle My Complaint helps you prepare and lodge a strong AFCA complaint by organising your evidence, outlining your issue clearly, and ensuring it's submitted correctly and on time.
Can Handle My Complaint improve my chances of a better result?
Yes. We make sure your complaint is clearly explained and backed by strong evidence. This gives you a stronger case from the start.
How long does it take to get a decision from AFCA?
It depends on the complexity of your case. Some issues can be resolved in weeks, while others take several months. Handle My Complaint tracks the progress and follows up to keep things moving.
What happens after I submit my complaint with Handle My Complaint?
We review your complaint, confirm whether it qualifies for AFCA, and escalate it if needed. If it’s not suitable for AFCA, we’ll explore other options, such as the organisation’s internal dispute resolution team. We keep you updated throughout the process and support you until the matter is resolved.
Can Handle My Complaint help me with other issues?
Yes, we specialise in assisting consumers with a wide range of complaints. Lodge your complaint with us here.
AFCA Complaints FAQs
Can't find the answer you're looking for? Head to our contact pageand ask, we're here to help.
Why use Handle My Complaint rather than going directly to AFCA?
The AFCA complaints process can be complex and time-consuming. Handle My Complaint helps you prepare and lodge a strong AFCA complaint by organising your evidence, outlining your issue clearly, and ensuring it's submitted correctly and on time.
Can Handle My Complaint improve my chances of a better result?
Yes. We make sure your complaint is clearly explained and backed by strong evidence. This gives you a stronger case from the start.
How long does it take to get a decision from AFCA?
It depends on the complexity of your case. Some issues can be resolved in weeks, while others take several months. Handle My Complaint tracks the progress and follows up to keep things moving.
What happens after I submit my complaint with Handle My Complaint?
We review your complaint, confirm whether it qualifies for AFCA, and escalate it if needed. If it’s not suitable for AFCA, we’ll explore other options, such as the organisation’s internal dispute resolution team. We keep you updated throughout the process and support you until the matter is resolved.
Can Handle My Complaint help me with other issues?
Yes, we specialise in assisting consumers with a wide range of complaints. Lodge your complaint with us here.
Has your home been damaged in a storm or fire? Perhaps someone has broken in and stolen jewellery and other valuable items? You need to know where to get the best home insurance claim help.
The logical place to start, of course, is with your insurer. But before you ring them, dig out your insurance policy and check your product disclosure statement (PDS) and the policy schedule (PS). This should detail exactly what you are covered for and will help prepare you for any questions the insurer might ask.
Anyone who has been in a car accident knows how important it is to find good car insurance claim help. We rely so much on our cars, so the smoother the journey the quicker we can get back on the road.
If you have been injured, it can be difficult to focus, so don't be afraid to ask a trusted friend or family member to help make the car insurance claim process as painless as possible. It is best to start this process as soon as possible while all the details are fresh in your mind.
When an insurer refuses to pay an insurance claim you thought was covered under your policy, you want answers. And you’re not alone - complaining about an insurance company has become a national pastime.
