Complaints to Financial Service Providers

Surely a simple action that Financial Service regulators could make ASAP is to require Financial Service Providers to make it easier to lodge a complaint.

I’ve just had to raise a complaint to AmEx. Their complaint process suggests you call them or send a letter (

AFCA recommend that complaints be lodged in writing so I think that suggesting people phone to lodge a complaint is a bad idea. If you complain by phone then you have no record of what was discussed.

Surely, if snail mail is the only option to lodge a written complaint they should be required to have a reply paid address.

I ended up emailing them and telling them that I wanted my email treated as a complaint. They ignored this until I actually lodged a complaint with AFCA.

No wonder Financial Service firms are so bad!