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Report a Complaint

LODGE A COMPLAINT - Your Guide to Resolving Disputes

At the FBAA, we are committed to ensuring a fair and transparent process for resolving disputes and complaints. Whether you're a member, client, prospective member, or other relevant party, our Dispute Resolution Service (DRS) is here to assist you. Here's what you need to know about making a complaint:

MISCONDUCT COMPLAINT

Who Can Make a Complaint?

  • The FBAA Board
  • Clients
  • Credit Providers
  • Members

Grounds for Complaint

  • Breach of Code of Conduct
  • Acts contrary to legislation that benefits Clients

How to Make a Complaint

  • Put it in Writing: All complaints must be submitted in writing, using the appropriate complaint form on this website. 
  • Complaint Process: The Board will evaluate the complaint, including initial validity of the complaint, the complainant and the respondent, and decide on the appropriate course of action, which may include investigation, referral or rejection.

MISCONDUCT COMPLAINT FORM

MEMBERSHIP COMPLAINT

Who Can Make a Complaint?

  • Prospective Members
  • Officers of Prospective Members (for corporate applicants)
  • Former Members
  • Officers of Former Members (for corporate former members)

Grounds for Complaint

  • Improper decision to reject membership application or renewal

How to Make a Complaint

  • Put it in Writing: All complaints must be submitted in writing to the FBAA.
  • Complaint Process: The Board will evaluate the complaint and decide on the appropriate course of action, including investigation, referral, or rejection.

MEMBERSHIP COMPLAINT FORM

FAQs

For more information on our Dispute Resolution Service and frequently asked questions, please visit our FAQs section below.

Where can I get more information on the Dispute Resolution Service (DRS)?

How long does the resolution process usually take?

  • The duration may vary based on the complexity of the case. We strive to handle cases promptly and fairly.

How can I get assistance if I have further questions?

  • If you have additional inquiries or need clarification, please reach out to our team via email at disputes@fbaa.com.au.

At the FBAA, we're dedicated to ensuring fair resolution processes for all parties involved. If you have any other questions or concerns, please don't hesitate to get in touch with us.


OTHER USEFUL LINKS

Australian Securities & Investments Commission (ASIC)

ASIC can provide information on what you should do if you have a complaint about a financial firm.

The term 'financial firm' includes banks and other lenders, insurance companies, financial advisers, mortgage brokers, stockbrokers, managed investment schemes, and superannuation funds (but not self-managed superannuation funds (SMSFs)).

For further information, visit https://asic.gov.au/about-asic/contact-us/reporting-misconduct-to-asic/disputes-with-financial-firms/.

Australian Financial Complaints Authority (AFCA)

AFCA independently assists consumers and small businesses to make and resolve complaints about financial firms.

AFCA commenced on 1 November 2018 and replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT).

For further information, visit https://www.afca.org.au/make-a-complaint.

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