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How to Escalate a Sydney Broker Complaint to AFCA: Step-by-Step

Learn the step-by-step process to escalate a complaint about your Sydney mortgage broker to AFCA, including when to escalate and what to expect.

Editorial · August 29, 2026

When to Escalate Your Complaint to AFCA

If you have a complaint about your Sydney mortgage broker and you’re unable to resolve it directly, you may escalate the issue to the Australian Financial Complaints Authority (AFCA). AFCA is the independent external dispute resolution scheme for financial services, including mortgage brokers. Before escalating, you should have already attempted to resolve the complaint directly with your broker, as AFCA generally expects this step to be taken first.

Steps to Escalate Your Complaint

  1. Confirm Your Complaint Is Within AFCA’s Jurisdiction
    AFCA handles complaints about financial services providers, including mortgage brokers. Ensure your complaint relates to conduct or service issues that fall within AFCA’s remit.

Illustration of a person filing a complaint with AFCA about a mortgage broker

  1. Submit Your Complaint to AFCA
    You can lodge a complaint with AFCA through their online portal or by phone. You will need to provide details of the complaint, the broker’s details, and any supporting documents.

  2. Allow AFCA to Assess and Resolve
    Once submitted, AFCA will assess whether your complaint is within their jurisdiction and then work towards resolving it through their processes. This may involve negotiation, conciliation, or a formal determination.

  3. Consider the Outcome
    If AFCA makes a decision, it may be binding on the broker (subject to certain limits). If you are unsatisfied with the outcome, you may have limited options for further appeal.

What to Keep in Mind

  • Timing: There may be time limits for lodging a complaint, so act promptly.
  • Documents: Keep all records of your communication with the broker, including emails, contracts, and notes.
  • AFCA’s Role: AFCA is an independent body, not an advocate for either party. They aim to resolve disputes fairly.

If your complaint involves a mortgage broker in Sydney, escalating to AFCA is a formal route to seek resolution when direct communication fails. It’s important to understand the process and what to expect before you begin.