William vs the bank

William sought advice from the Centre in relation to an irresponsible lending complaint against his bank. The Centre decides to represent William in his dispute.

  •     The Centre writes to the bank and asks for documents (opens Other Representation Service)  
  •     The bank doesn’t respond despite repeated requests for a response.
  •     The Centre lodges a complaint with the Australian Financial Complaints Authority (AFCA) - (closes Other Representation Service and opens Dispute Resolution Representation Service)
  •     A resolution is not reached so the matter proceeds to negotiation / conciliation conducted by AFCA  (details recorded as Actions within the Dispute Resolution Representation Service)
  •     The matter doesn’t resolve at this dispute resolution stage, so proceeds through the next level of AFCA case management/ assessment, and then resolves in favour of William (details recorded as Actions within the Dispute Resolution Representation Service, then service closed)

Note: information about the AFCA decision-making process drawn from the AFCA website.