The Office of Financial Conduct (OFC) helps consumers resolve complaints against ECCB-regulated financial institutions. The service is free, transparent, and designed to guide consumers through every stage of the complaint process.
OFC reviews complaints against ECCB-regulated financial institutions, investigates eligible complaints, issues written decisions, and refers complex matters to the Financial Dispute Resolution Commission (FDRC) where applicable.
We guide consumers through the complaint process, review eligible complaints, communicate with the financial institution where required, and provide updates using the complainant's preferred communication method.
OFC operates independently to ensure complaints are handled fairly, consistently, and in accordance with applicable legislation and regulatory requirements.
OFC can help with complaints involving ECCB-regulated financial institutions, including issues related to banking products and services that fall within OFC's remit.
Read full scope & remitOFC cannot investigate complaints that fall outside its legal remit. If your complaint is not within OFC's jurisdiction, the portal will provide guidance on the appropriate next steps.
See what is out of scopeFollow our simple five-step complaint journey to understand how your complaint moves from submission to resolution.
Check whether your complaint is eligible before you begin, or start a new complaint online.
