All FAQs

As with the courts, consumers generally need to bring a complaint to the ombudsman within certain time limits.

But unlike the courts, theres no long-stop for our service so even if a problem happened more than 15 years ago, a consumer might still be able to bring a complaint about that problem to us.

The reason is that financial products often last a very long time like mortgages or whole-of-life policies. A problem relating to that product might only become apparent years later and the consumer might not have had any reason to realise something had gone wrong sooner.

Generally, we can investigate a complaint 3 years of a consumer realising theres a problem.