The Independent Assessor reviews complaints about the standard of AFCA’s service and works independently of AFCA’s internal complaints process. The Independent Assessor does not have the power to review the merits or substance of an AFCA decision on a financial firm complaint.
Before the Independent Assessor can consider a service complaint, the following must apply:
- Your related financial firm complaint has been closed (unless exceptional circumstances apply)
- AFCA has been provided with an opportunity to address your concerns (i.e. you must first have submitted your complaint to AFCA and received a response)
- It is fewer than three months since you received AFCA's service complaint response.
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