Lyrene Swan

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes. Established in 2018, AFCA is Australia's only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial. AFCA's diverse workforce is made up of more than 800 team members from across Victoria and New South Wales, with expertise in dispute resolution, finance, insurance and superannuation. Our people are driven by our values to be fair and independent, transparent and accountable, honest and respectful and proactive and customer focused. We're passionate about fairness and delivering a trusted and ethical service and excellent customer experience . Our culture and workplace reflects the diversity of those we serve. We share a vision to be a world class ombudsman service: raising standards and minimising disputes; meeting diverse community needs, and trusted by all. AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit Investments Ombudsman and the Superannuation Complaints Tribunal. Follow us for latest news, updates and to find out more about the work we do.