Acknowledgement of Country. FSCA acknowledges the Gadigal people of the Eora Nation as the Traditional Custodians of the land on which we operate, and we pay our respects to Elders past and present. We acknowledge the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community.

Dealing with a financial complaint?
You don't have to face it alone.

FSCA provides personalised support to help everyday Australians navigate financial complaints.

We support complaints about banks, insurers, super funds, financial advisers and lenders.

Get help with my complaint 📞 Call our local assistance helpline
Built on ASIC RG 271
Guided by Australian financial services legislation
Clear, transparent assistance
Local assistance in your state or territory
Accessible to all Australians
Who we are

A complaints assistance service built around you

Financial complaints can be overwhelming, stressful and time-consuming. Many people simply don't know what their rights are — or how the complaint process works — and that's completely understandable.

FSCA was created to help bridge that gap. We are here to guide you and help you prepare — so that you can bring a coherent and concise complaint to your financial firm, giving you the best possible chance of a fair outcome.

You remain in control of your case at all times.

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Local assistance in your state or territory
Case support available across all Australian states and territories, from beginning to end.
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Guided by Australian standards
Our assistance is informed by the Corporations Act, ASIC's regulatory guidelines, and the Australian financial services legislative framework.
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For all Australians
Accessible to everyone — regardless of location, background or experience.
The process

How we support you

We guide you through every stage — from your very first complaint right through to a final AFCA determination if needed.

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YOUR FIRST STEP
Tell us what happened
Answer a few simple questions about your situation. We'll explain your rights and let you know what options are available.
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IDR STAGE
We prepare your IDR complaint
Under Australian law (ASIC RG 271), your financial firm must acknowledge your complaint within one business day and respond within 30 days. We prepare a properly structured complaint letter that references how AFCA approaches cases like yours — giving your firm every opportunity to resolve things fairly before escalation.
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DEADLINE TRACKING
We track every deadline for you
We monitor your firm's legal timeframes and alert you if they're running out of time — or if they've breached their obligations, so you know exactly when you can escalate.
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AFCA PREPARATION
We prepare your AFCA submission
If your firm doesn't resolve the complaint, we prepare your complete AFCA submission — drawing on everything we know about your case. We assess your documents, match your complaint against AFCA's known approach for your complaint type, and recommend any expert support that could strengthen your position.
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AFCA CASE MANAGEMENT
We guide you to the finish line
We explain what every AFCA stage means — registration, review, conciliation, determination — in plain language. Our team is available by phone throughout. You'll always know where things stand and what comes next.
What we cover

All financial services products

Whether your complaint involves a bank, insurer, super fund, financial adviser or lender — we're here to help.

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Banking & Finance
Accounts, mortgages, credit cards, transaction disputes
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General Insurance
Home, car, travel, pet, landlord insurance
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Life Insurance
Life cover, trauma, critical illness claims
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TPD & Income Protection
Disability and income protection disputes
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Superannuation
Super fund decisions, death benefits, insurance in super
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Financial Advice
Poor advice, inappropriate recommendations
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Credit & Loans
Personal loans, hardship, debt collection
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Brokers
Insurance, mortgage and stockbrokers
How it works

Your own personalised
complaints support service.

When you sign up to FSCA, you get access to your own secure app portal — a personalised service that guides you through your complaint from beginning to end. Here is what that looks like.

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Tell us about your complaint
Through the app, you share the details of your complaint — what happened, who is involved, and what outcome you are looking for.
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We prepare your complaint letter
We prepare a personalised IDR complaint letter for you — professionally written and informed by your financial firm's obligations under Australian law.
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We track everything for you
Upload your documents through the app. We track your deadlines, alert you at every stage, and let you know exactly what needs to happen next.
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We take you all the way through
If your complaint needs to escalate to AFCA, we prepare your full submission and guide you through every stage — right through to a final determination.
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We are here whenever you need us
Call our local assistance helpline or use our 24/7 chat — privately and discreetly, whenever you need a hand or just want to talk something through.

Just pick up the phone.
We're here to help.

Sometimes you just need to talk it through. If you want someone to listen, help you understand your complaint, or provide information you haven't been able to find on your own — we're here to help.

📞 1300 XXX XXX

Monday – Friday · 8am – 6pm · Saturday 9am – 1pm AEST

Prefer to chat? We're available 24/7.

Our chat service is available any time of day or night. Ask us anything about your complaint — privately, discreetly, and in line with the Australian Privacy Act 1988.

💬 Start a chat now
The FSCA App

Your case, in your pocket.

The FSCA app is your personal case portal. Everything lives in one secure place — your profile, your documents, your correspondence, your deadlines and your IDR letters. Download the app to get started.

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Your profile
Secure login, your details kept private and protected
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Document uploads
Upload your documents securely — letters, policies, correspondence
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Your IDR letter
Prepared and delivered directly to you through the app
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Deadline tracker
Never miss a deadline — alerts sent at every critical stage
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24/7 chat
Chat with us any time — privately and discreetly
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Fully secure
Privacy Act 1988 compliant — your information is yours
🍎 Download on the App Store 🤖 Get it on Google Play

App coming soon · Register your interest above to be notified at launch

Common questions

Things people ask us

Do I have to complain to my financial firm before going to AFCA?
Yes — Australian law requires you to go through your firm's Internal Dispute Resolution (IDR) process first. Under ASIC's RG 271, your firm must acknowledge your complaint within one business day and resolve it within 30 days (45 days for superannuation). We handle this entire stage for you, and prepare you for AFCA if needed.
My insurer or bank has already rejected my complaint. Can you still help?
Yes. A firm rejecting your IDR complaint doesn't mean it's over. It means you're now eligible to escalate to AFCA — a free, independent and legally binding process. We'll prepare your full AFCA submission using everything we already know about your case.
How long does the process take?
Your firm has 30 days to respond to your IDR complaint (45 days for superannuation). If it escalates to AFCA, it typically takes around three months before a caseworker is assigned — longer for complex cases. We guide you through every stage and keep you informed throughout.
What are the optional expert reports?
For some complaints — particularly property damage, building disputes or complex insurance claims — an independent expert report can significantly strengthen your case. This might be a builder's assessment, an engineer's report, or a legal opinion. We recommend these only when we genuinely believe they'll help, and we connect you with qualified experts. They're always optional and always clearly priced.
Does FSCA take a percentage of my settlement?
FSCA operates on a monthly subscription of $12.99, which you can cancel at any time. Your subscription covers your full case from IDR through to AFCA determination — complaint letter, deadline tracking, AFCA submission and phone support. Optional add-ons include a Personal Case Review ($97, up to 1 hour) or Complex Case Review ($147, up to 2 hours) where a senior adviser personally reviews your file, and expert reports where they would genuinely help. All add-ons are clearly priced before you commit.
I'm not comfortable with technology. Can I just call?
Absolutely. Call us on 1300 XXX XXX and one of our case advisers will take care of everything over the phone. FSCA is here for all Australians — however you're most comfortable getting in touch.