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The Financial Ombudsman Service (FOS) fairly and independently resolves disputes between consumers — including some small businesses — and member financial services providers. Membership of the Financial Ombudsman Service is open to any financial services provider carrying on business in Australia. The independent dispute resolution processes covers financial services disputes including banking, credit, loans, general insurance, life insurance, financial planning, investments, stock broking, managed funds and pooled superannuation trusts. They also cover estate planning, estate management and trustee services.
If you are unhappy with a financial, insurance or investment product or service, you should complain to the financial services provider and ask it to resolve your dispute in accordance with its own Internal Dispute Resolution process. All financial services providers who are members of the Financial Ombudsman Service have Internal Dispute Resolution processes.
If you are not happy with the response you receive, you can contact FOS and they can offer conciliation processes or may investigate the dispute and issue a written decision on your case which is binding on the financial services provider.