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We will work with you and your financial service provider to resolve your complaint. If this is not possible, the Financial Market Audit Commission will decide on the complaint.

How do I know if my complaint is about a financial service?

Financial services refer to the way you manage your money, loans, insurance, and investments.

Examples of financial services are the following:

- Financial advice on investments and money management
- Mortgages, savings and checking accounts and loans
- Insurance (including life, health, home/maintenance and vehicle)
- Retail credits and loans
- Currency exchange (whether buying or selling)
- Money transfers
- crowdfunding or peer-to-peer lending.

If you are not sure, give us a call and we will help you.

When the Financial Market Audit Commission can help?

Financial Market Audit Commission helps in resolving
disputes between you and your financial service provider. Here are some examples of complaints that the Financial Market Audit Commission can help with:

- Your contract
- Unfair practice
- Inability to exercise caution, diligence and skill in the financial services provision
- Requirement to be a financial consultant or providing financial services when they are not allowed to do so
- Failure to comply with obligations to disclose information or fulfill obligations
- Authorized financial advisor, meaning,
that they are independent if they are not or do not place cumstomer's interests
to the priopity
- Any other legal obligation that relates to your relationship with your financial service provider.

When the Financial Market Audit Commission can't help?

The Financial Market Audit Commission may not be able to help in the following situations:

- Complaints about the financial investments execution of an unlicensed company
- Complaints about fees or general rules and methods (if there is no dispute about how they were applied)
- Disputes that are already in court, or have been considered or resolved in court.
- Complaints against financial service providers who are not members of the Financial Market Audit Commission
- Complaints if the loss exceeds USD 2 000 000
- Complaints about transactions that did not happen
- The complaint is related to the same or essentially the same issues as the complaint that was previously sent
to the Financial Market Audit Commission (or to another forum, for example, to the court)
- the participant of the scheme has already offered the consumer a reasonable solution
- The complaint is considered by the Financial Market Audit Commission as frivolous or annoying.
- The event that had been complained about happened prior to the date when the scheme participant joined the Financial Market Audit Commission.

How does theFinancial Market Audit Commission help resolve my complaint?

The Financial Market Audit Commission works with you and your financial service provider to reach agreement on your complaint. If this is not possible, the Financial Market Audit Commission will decide on the complaint.

The first step is an opportunity for you and your
financial service provider to solve this problem together. This step takes
two months.

If that doesn't work, the Financial Market Audit Commission will actively work with you and your financial service provider, to resolve the issue as quickly as possible. This may include mediation.

If an agreement cannot be reached, theFinancial Market Audit Commission can make a decision that is obligatory to the financial service provider.

What if my complaint is about a financial service provider who is not a member of the Financial Market Audit Commission

We will help you to get to the right place so that your complaint can be filed and you could start the approval process with your financial service provider.

What happens if two months have passed since I filed a complaint and the complaint is not resolved, or my financial service provider is not involved with me in the resolution process?

If you and your financial service provider cannot solve the problem together within two months, your complaint is considered to be blocked.

It could mean that:

- WHETHER you have reached the end of your financial service provider's complaint process and your complaint has not been resolved

- OR more than two months have passed since your financial service provider received your complaint and you have no solution

The Financial Market Audit Commission will contact you and help you achieve an acceptable result.

If you have questions about how your complaint is progressing, call us at 0408 337 333 and we will help you.

Can I file a complaint if my financial service provider has been de-registered with the Registry of Financial Service Providers or membership of the Financial Market Audit Commission?


It is possible. You can file a complaint with the Financial Market Audit Commission about a financial service provider, who was deregistered with the Financial Dispute Resolution Service if the problem you are complaining about
came into being after 1 October 2010 and while the financial service provider was a member of the Financial Dispute Resolution Service.

Can someone else complain on behalf of a consumer?

Anyone can file a complaint on behalf of a consumer, such as a family member, friend, or person from the community legal center.

The EFinancial Market Audit Commission requires written
electronic, consumer permission before discussing any personal data with a representative or requesting any information that may be required from a financial service provider.

Can the cost of filing a complaint be asserted?

The service provided by the Financial Market Audit Commission is free for consumers.

Any other costs associated with your dispute, such as printing or legal advice, are not covered by the Financial Market Audit Commission.

How long will the process of the Financial Market Audit Commission take?

The Financial Market Audit Commission encourages an early resolution in the interest of all parties that may be involved. Although most complaints are resolved within two months, the maximum dispute resolution period is around seven months. We will keep you informed of the entire process.

Can I file a complaint about the credit denial?

No, you can't. The Financial Market Audit Commission's Rules do not apply to a scheme participant's judgment in relation to lending or maintenance, unless it considers them to be unfounded or irresponsible.

We cannot compel a scheme participant to provide services or advice. However, if you believe you have been given the wrong advice regarding a financial product or service, the Financial Market Audit Commission.

Is there a deadline for filing a complaint?

Yes. There are several time constraints to be aware of:

- Any complaint filed with the Financial Market Audit Commission relate to a matter or action that took place when the financial service provider was a member of the FDRS.
- The consumer should file a complaint with the Financial Market Audit Commission within three months after receiving the notification of the decision or having received notification that their complaint has been blocked
- The complaint must be filed with the Financial Market Audit Commission within two years from the date the complaint was first filed with the financial service provider
- A complaint is not covered by the Financial Market Audit Commission if it includes events that have occurred more than 6 years before the complaint was filed with the financial service provider.

Does settlement always mean paying money?

No. There are many ways to resolve a dispute. Sometimes the outcome may include some kind of monetary compensation, but it may also include other things, such as an apology or that the financial service provider changes business practices.

Is the process confidential?

The information provided to the Financial Market Audit Commission will only be used in your dispute. It can be transferred to other parties to a dispute, but not to anyone else, in accordance with the principles of the 1993 Privacy Act.

However, the Financial Market Audit Commission can make its final recommendation public and has the power to instruct a participant in the scheme to make a public apology as a remedy for a complaint.

Can I leave feedback or make a complaint?

We welcome your inquiries, feedback, compliments or complaints, please contact us.

The EuFinancial Market Audit Commission іs committed to dealing fairly and thoroughly with complaints, including complaints against our organization.

If you have a complaint about our service, you can:
- Fill out the online form

- Write to us directly at the addresses indicated on the site.

- Call us on 0800 77 44 22 or 03 962 9173

Our Complaints Investigator will let you know when we receive your complaint. We will review your complaint, consult with the appropriate people and let you know the result. This usually takes place within 15 business days. We will let you know if we need more time to investigate.

In some cases, we may wait until we complete your case before investigating. This is needed to ensure the independence of the dispute resolution process. We will let you know if this should happen.