| What you should do before lodging your dispute
You should try to resolve your dispute with your financial service provider before lodging a dispute with us. You may have already tried to do this by discussing the matter with your branch or a particular department of the financial institution. However, it is our experience that a dispute which appears to be at deadlock may often be resolved when it is referred to the customer relations department which is responsible for dealing with customer complaints.
You can find the contact details for the customer relations department of your financial service provider on our Members page
Lodge Your Dispute
If you wish to lodge your dispute, you will need to lodge it with the Banking & Finance division of the Financial Ombudsman Service. The Financial Ombudsman Service (FOS) now provides the dispute resolution service previously provided by the BFSO. If you use the online form from this site, it will be referred to the Banking & Finance division of FOS who will look at your dispute. You can check whether your dispute falls within the Ombudsman's jurisdiction using our Jurisdiction checker (the BFSO and FOS Banking & Finance Terms of Reference are substantially the same). You can lodge an online dispute form with the Financial Ombudsman Service by following this link. If you have information to support your dispute, you will need to mail or fax this information to us before we will review your dispute.
You may also lodge your dispute by fax or mail. You can find out more about our dispute resolution process in our brochure How to Resolve Your Dispute. |