Document text
Date: [DD MONTH YYYY]
Sent by [E-MAIL TO THE COMPLAINTS TEAM / ONLINE COMPLAINT FORM / POST] — please confirm receipt and give me a complaint reference number
To:
Complaints / Internal Dispute Resolution Team
[BANK, LENDER OR INSURER NAME]
[ADDRESS OR E-MAIL FROM ITS COMPLAINTS PAGE]
From:
[YOUR FULL NAME]
Customer number / account / policy number: [NUMBER]
[YOUR ADDRESS] · [PHONE] · [E-MAIL]
Subject: Formal complaint — [SHORT DESCRIPTION, E.G. SCAM PAYMENT NOT REFUNDED / CLAIM DENIED / HARDSHIP REQUEST REFUSED]
Dear Complaints Team,
I am making a formal complaint about [PRODUCT — E.G. MY TRANSACTION ACCOUNT / CREDIT CARD / HOME LOAN / CAR INSURANCE POLICY].
1. What happened
Date What happened Amount ($) Reference / who I spoke to
[DATE] [WHAT HAPPENED] [AMOUNT] [RECEIPT, CHAT OR CALL REFERENCE]
[DATE] [WHAT HAPPENED] [AMOUNT] [REFERENCE]
[DATE] [WHAT HAPPENED] [AMOUNT] [REFERENCE]
[KEEP THE POINTS THAT APPLY, DELETE THE OTHERS]
Scam or unauthorised transaction. On [DATE] $[AMOUNT] was taken from my account. I reported it to you on [DATE] at [TIME]. [DESCRIBE HOW IT HAPPENED AND WHAT YOU DID TO STOP IT].
Insurance claim. My claim number [NUMBER] for [EVENT ON (DATE)] was [DENIED / DELAYED / PARTLY PAID] because [REASON GIVEN]. I disagree because [REASONS].
Financial hardship. I asked for a hardship arrangement on [DATE] because [REASON]. [IT WAS REFUSED / I HAVE HAD NO REPLY].
Fees, interest or service. [DESCRIBE THE WRONG FEE, CHARGE OR SERVICE FAILURE].
2. What I am asking for
1. [E.G. A REFUND OF $(AMOUNT) TO MY ACCOUNT / PAYMENT OF MY CLAIM IN FULL / A HARDSHIP ARRANGEMENT OF $(AMOUNT) PER MONTH FOR (PERIOD) / REMOVAL OF THE FEE].
2. [E.G. INTEREST ON THE AMOUNT / CORRECTION OF MY CREDIT REPORT / AN APOLOGY].
3. A written final response with the reasons for your decision.
Please treat this as a complaint under your internal dispute resolution process. I expect your written response within 30 calendar days of receiving this letter, or within 21 calendar days if this complaint concerns a hardship request or a default notice. If I am not satisfied with your response, or do not receive it in time, I will take my complaint to the Australian Financial Complaints Authority (AFCA).
Yours sincerely,
______________________________
[YOUR FULL NAME]
Attachments:
1. Statements or transaction list showing the amounts.
2. Your earlier messages, letters or claim decision.
3. Police or ReportCyber reference, if this was a scam.
BEFORE SENDING — delete this part
Use the firm's complaints channel and ask for a reference number. Write down the date it received your complaint: the 30 or 21 days run from that day.
Keep the final response. You generally have two years from the date of the firm's final response to go to AFCA (and no more than six years from when you became aware of the loss).
Superannuation complaints to a super fund trustee have different timeframes; this letter is for banks, lenders and insurers.
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