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How to let customers know about FOS

FOS is an independent EDR scheme. Consequently, members must not use the FOS name or logo in any way that implies endorsement of any financial services provider, their products or financial and other services in general communications, including business cards, letterheads, emails, websites and other promotional material.

However, members do need to ensure their customers are aware of FOS and that they may bring a dispute to us under ASIC Regulatory Guide 165. Members must also include our contact details in their Financial Services Guide or Credit Guide.

Key points:

  • Members may use the FOS name, contact details, and logo (optional) solely for the purposes of advising customers of their right to contact FOS.
  • Members are requested to refer to us as the Financial Ombudsman Service (FOS) Australia in the first instance. Subsequently, referring to us as 'FOS' is sufficient.
  • Members should ensure communications advising customers about FOS include our new free call number: 1800 367 287 (or 1800 FOS AUS).

Recommended referring copy

We recommend including this message (or similar) on your website, Financial Services Guide or Credit Guide, and dispute resolution related materials for customers:

If an issue has not been resolved to your satisfaction, you can lodge a dispute with the Financial Ombudsman Service (FOS) Australia. FOS provides fair and independent financial services dispute resolution free to consumers. 

Website: www.fos.org.au
Telephone: 1800 367 287 (free call)
In writing to: Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001


Members may also include the FOS Australia logo. See the guidance below on incorporating the logo into digital publications and how to contact us for print suitable formats.
 

Using the FOS Australia logo

Red cross indicating what not to do.
Use of the FOS Australia logo in any way that implies endorsement of any financial services provider, or FOS member, their products or financial and other services in general communications, including business cards, letterheads, emails, websites and other promotional material is not permitted.

Green tick indicating what to do.
Members may use the FOS Australia logo (provided below) along with our contact details solely for the purposes of advising customers of their rights to contact FOS.
 

Print

Contact [email protected] for print suitable formats.
 

Digital

Financial Ombudsman Service (FOS) Australia

Financial Ombudsman Service (FOS) Australia

Right-click (Ctrl+click for Mac) on the chosen image above and select "Save image as..." to download the logo.

Hyperlink: http://www.fos.org.au
Alt tag: Financial Ombudsman Service (FOS) Australia

Please note: If the logo is resized or scaled down, ensure text remains clearly legible.

Contact [email protected] if you have any questions about the use of the FOS logo.