Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) can consider a complaint you have about a credit, finance or loan product you have with your financial firm.

This page outlines the types of complaints AFCA can consider about credit, loans and finance products, and what to do next if you want to make a complaint.

There are some things AFCA can’t consider; for example – if your complaint concerns the level of an overdrawn fee or interest rate increase. However, they may be able to consider a complaint about a fee or charge if it has been incorrectly calculated or applied to your account. There are also some specific exclusions that relate to credit complaints.

Detailed information about these different types of credit, loan and finance products is available to help you decide if you want to complain to us.

If you are a small business, there is specific information about business credit and loans on the Information for Small Businesses page.

Credit and finance include:

• Credit cards, overdrafts and lines of credit
• An organisation that provides credit in connection with the sale of goods, or the supply of services – payment for which is deferred for at least seven days
• Short-term finance such as payday lending.

Loans include:

• Home loans, including reverse mortgages
• Personal loans such as car, holiday loans and debt consolidation loans
• Investment and small business loans.