Dispute
Resolution

Financial firms are required to manage complaints from their members, account holders, and policyholders, both internally and through the Australian Financial Complaints Authority (AFCA). Handling these complaints effectively is critical, as it involves navigating a range of legal, regulatory, and reputational risks.

At Legal & Prudential, we specialise in helping financial firms resolve disputes with confidence, ensuring that every complaint is handled in a way that aligns with your legal obligations and protects your interests.

Our Expertise in Dispute Resolution

Our team is highly experienced in guiding financial firms through both internal complaints and matters heard by AFCA. We offer comprehensive support across the following areas:

  • Dispute Resolution Governance & Frameworks – Developing strong, clear frameworks for managing disputes internally, ensuring compliance with legal requirements and industry best practices.

  • Legal & Regulatory Obligations – Advising on the legal and regulatory responsibilities your firm must adhere to in resolving disputes, ensuring compliance with AFCA and other regulatory bodies.

  • Constructing Responses to Complaints – Crafting thoughtful, legally sound responses that address the substance of the complaint while mitigating risk.

  • AFCA Jurisdiction – Clarifying whether AFCA has jurisdiction over a particular complaint, helping you navigate the decision-making process for escalation.

  • Preparing for AFCA Hearings – Offering strategic support in preparing for AFCA hearings, including developing your case and ensuring all necessary documentation is in place.

  • Understanding Draft AFCA Determinations – Providing expert advice on draft AFCA determinations, helping you understand the likely outcomes and next steps.

  • Challenging AFCA Determinations – Assessing whether an AFCA determination can be challenged, guiding your firm through the appeals process if appropriate.

How We Help Your Organisation Navigate Disputes

At Legal & Prudential, we focus on minimising risk while providing effective resolutions for your disputes. By working with us, your organisation can:

  • Ensure compliance with AFCA’s rules and regulatory obligations, reducing the risk of fines or reputational damage.

  • Streamline dispute management with clear governance frameworks, allowing for quicker resolutions and less disruption to your business.

  • Mitigate legal risks by crafting well-thought-out, legally defensible responses to complaints, giving your firm the best chance of a favourable outcome.

  • Gain clarity on complex AFCA matters, whether you're navigating jurisdictional issues, preparing for hearings, or deciding whether to challenge a determination.

Why Choose Legal & Prudential?

  • Expertise in Financial Services: We have extensive experience working with financial firms, ensuring that every dispute is handled with the utmost care and compliance.

  • Tailored Solutions: Our approach is always customised to meet the specific needs of your organisation, offering clear guidance on how to resolve disputes efficiently and effectively.

  • Strategic Guidance: We not only help you navigate AFCA processes but also offer strategic advice on improving your internal dispute resolution systems, reducing future risks.

Is your institution fully prepared to handle disputes and complaints effectively?

Contact us today to learn how we can help you resolve disputes, mitigate risk, and ensure compliance with AFCA and other regulatory requirements.