Providers have 2 months to resolve a complaint, but come to us first

Consumers with complaints about their finance service provider should call FDRS first on 0508 337 337, so that we can determine if they have a valid complaint and to ensure they have access to redress for their issue. We would then refer the complaint to the provider to give them the opportunity to resolve the complaint directly with the consumer.

Financial service providers of the scheme have 2 months to consider a complaint for issues that occur after 1 April 2015, before it is deemed “deadlock” and can be escalated to the scheme’s dispute resolution process. Complaints can also be escalated to the scheme if the provider has issued a decision that is unacceptable.