Financial firms are required to handle complaints from their members, account and policy holders internally and externally through the Australian Financial Complaints Authority (AFCA).
It is essential for financial firms to handle complaints in a manner which considers the legal, regulatory, and other risks involved in the matter.
Our experience and services
Our team is experienced in assisting financial firms in handling internal complaints and AFCA matters including:
Dispute resolution governance and frameworks
Legal and regulatory obligations in relation to dispute resolution
Careful construction of responses to complaints
Jurisdiction of AFCA to hear complaints
Preparing for AFCA hearings
Understanding draft AFCA determinations
Considering whether to challenge an AFCA determination
If you would like to know more on how we can help your organisation with dispute resolution, please contact us.