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Feedback about our service

We welcome your feedback because it helps us improve the way we do things.

We aim to resolve disputes between financial service providers and their customers fairly and quickly and, where possible, informally. No matter the outcome of your dispute, it is important that we have made it easy for you to understand the reason for our decisions and that we have remained professional in all our dealings with you.

How to provide feedback about our service

To provide feedback (compliment, suggestion or complaint), please contact the FOS staff member who has been working with you, or ask to speak to their manager. To provide some general feedback, please call 1800 367 287 and we will put you in touch with someone who can help.

Alternatively, please complete our online feedback form or write to us at:

Email [email protected]
Post Financial Ombudsman Service
GPO Box 3, Melbourne VIC 3001


Please address your correspondence as a compliment, suggestion or complaint, and include any relevant supporting information.

What happens after I send my feedback to FOS?

Complaints

Whatever the outcome of your case, we want to give you the best possible level of customer service.

If you’re unhappy with the outcome of your case, we will explain the next steps. But if you’re not happy with the level of service we provided – at any point – we want to hear why.

The first step to take if you’re not happy is to tell the person dealing with your case. Most of the time, they’ll be able to address your concerns straight away.  If you don’t feel the issues have been addressed you can have your concerns escalated to the staff member’s manager or another senior member of FOS.

If you feel you are unable to speak directly to the FOS staff member, you can ask to speak to their manager.

If we can’t sort things out straight away, then;

  • We will acknowledge your complaint within 7 days of receiving it, and we will work to resolve it as soon possible.
  • Once we have considered all your concerns, we will provide you with a response that explains our position on the concerns you have raised and what we intend to do. We aim to respond to complaints as soon as possible – usually within 28 days of acknowledging their receipt.
  • If for any reason we are not able to conclude our review within 28 days, we will provide you with a progress update and confirm the date by which we expect to provide a full response.

Compliments and suggestions

Your compliments and suggestions will help us review and improve our services. If you would like us to reply to your compliment or suggestion, please let us know.

Can I complain about the outcome, merits or an Ombudsman, Panel or Adjudicator decision?

We review and consider any complaint about our level of service in the handling of a dispute.

Complaints that are only about the merits or outcome of a dispute, including a Determination or jurisdiction decision issued by a FOS Ombudsman, Panel or Adjudicator, do not come within the scope of our complaints and feedback process.

Ombudsman, Panel and Adjudicator decisions are final and cannot be reopened or reconsidered for review through our complaints and feedback process. Once we have issued a final decision, our involvement in the dispute comes to an end.

Prior to issuing a final decision, we ensure that parties to a dispute are able to submit additional information for consideration. Dispute parties can also choose not to accept any preliminary view or assessment we provide, before we issue a final decision.

You can read more about our dispute resolution processes in our Terms of Reference.

For more information, please read our Complaints and Feedback Policy and Procedure (PDF 52KB).