To resolve financial services complaints fairly, impartially, and efficiently.



To provide a timely, informal and an accessible alternative dispute resolution service to financial service providers and their customers.



To promote financial education amongst consumers and financial institutions.

Our Vision

To be recognised as a world class financial services Ombud office, thereby enhancing consumer confidence in the industry, and improving financial services, consumer outcomes and knowledge by sharing our insights.

Core Values

  • Effectiveness: Consistent redress in all appropriate sectors of financial services.
  • Independence: Visibly objective, impartial, and unbiased.
  • Accessibility: Well-known, easy to use, and free for consumers.
  • Fairness: Processes and decisions that are visibly fair and equitable.
  • Efficiency: Good quality and value for money.
  • Openness: Clear and open to scrutiny about its work and the lessons that can be drawn from it.
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