If you are experiencing financial difficulty, we encourage you to contact us. Examples of financial difficulty include where your financial firm has declined or not responded to your request to vary your repayments due to hardship, you have been issued a default notice, or your financial firm is continuing legal or debt collection action against you after you have made a financial difficulty request to them.

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Financial difficulty

AFCA will generally try to first resolve a complaint by informal methods and reach a settlement between you and the financial firm through negotiation or conciliation. However, if we make a formal decision, there are a number of outcomes – also called ‘remedies’ – that we can provide under our Rules.

Section D of our Rules and Operational Guidelines provides greater detail about remedies, and when we can apply them.

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Complaint resolution process

AFCA is a free, fair and independent dispute resolution scheme. We consider complaints about financial products and services. AFCA’s service is offered as an alternative to tribunals and courts to resolve complaints consumers and small businesses have with their financial firms.

Our commitment is to deliver a service to ensure accessibility, independence, fairness, accountability, efficiency and effectiveness.

You can also access and download copies of AFCA publications and forms.

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About AFCA