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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.

Check eligibility View complaint process
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