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External Dispute Resolution

Complaints about general and life insurance, superannuation, funds management, financial advice and sales of financial or investment products; complaints about banks and their related companies e.g. personal saving and cheque accounts, term deposits, credit and debit cards, home and personal loans, electronic banking, and some foreign currency services.

Complaints about general insurance companies e.g. covers home, transit and storage, motor and boat insurance claims.
Complaints about life insurance, superannuation, funds management, financial advice and sales of financial or investment products.

FOS is a new Company being established into which the operations of Insurance Ombudsman Service (IOS), Financial Industry Complaints Service (FICS) and Banking & Financial Services Ombudsman (BFSO) will be consolidated.

FOS deals with complaints about banks and their related companies by offering a free, independent service for bank customers if the amount involved is less than $280,000. FOS can help solve your banking problems if we have been unable to do this through our complaints resolution process. Some small businesses might also be able to use the FOS.

FOS provides a free dispute resolution service to consumers who may be in dispute with their insurers. Decisions by the Financial Ombudsman Service up to a certain amount are binding on us, however you are not bound by their decision and if you wish, you may take up the matter through other means.

FOS is a free service and a totally independent and impartial body established to provide free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry, including life insurance, superannuation, funds management, financial advice, investment advice and sales of financial or investment products. If you choose to contact FOS, they will acknowledge your complaint in writing and then take up the matter with us. We then have 15 working days to respond to FOS. If they are satisfied with our response they will inform you that they cannot assist you any further. However if they are not satisfied with our response, they will take responsibility to settle the dispute. FOS will deal with your complaint directly or follow up the matter on your behalf.

You can contact the Financial Ombudsman Service by:

Visit http://www.fos.gov.au
1300 780 808
info@fos.gov.au
The Financial Ombudsman,
GPO Box 3, Melbourne, VIC, 3001