Consumer guide
Before you complain to OFC.
Following these steps helps ensure your complaint is complete, eligible, and resolved as quickly as possible.
01
Contact your institution first
Raise the issue with the licensed financial institution's complaints or customer service team. Keep copies of correspondence.
02
Allow the waiting period
Give the institution time to respond — at least 30 calendar days must pass before escalating to OFC.
03
Gather your evidence
Collect statements, contracts, screenshots, reference numbers, and any written responses from the institution.
04
Lodge with OFC if unresolved
If the institution does not resolve the matter, complete the eligibility check and submit your formal complaint online.