Respond to an external dispute complaint for a financial firm
Key facts
- Human involvement
- YellowClose supervision
- How AI is used
- From the AFCA notice, the complaint, the IDR file and the customer records, record the response deadline, list each issue raised beside the firm’s records and IDR decision, mark gaps, and draft the firm’s response and offer (if any) for the lawyer to rework.
- What the lawyer must review
- The lawyer decides the firm’s position on each issue and whether to make an offer, checks every factual statement against the records, settles the response, and checks whether the complaint discloses a reportable breach or a systemic issue.
- Written for / version
- US
Open a jurisdiction version of this task to see which instruments apply: US
Who does what
| Role | What they do |
|---|---|
| Assistance | From the AFCA notice, the complaint, the IDR file and the customer records, record the response deadline, list each issue raised beside the firm’s records and IDR decision, mark gaps, and draft the firm’s response and offer (if any) for the lawyer to rework. |
| Lawyer | Set the scope, supervise the work closely, verify every part relied on, resolve omissions and exceptions, and approve the exact output. |
Checklist
- Confirm client and complaint records go only into a tool the licensee has approved for customer data, and that outputs disclose no client information beyond what the recipient needs.
- Confirm the response deadline from the AFCA notice.
- Check every statement against the customer records and the IDR file.
- Consider breach reporting and systemic-issue obligations before the response is sent.
Forms and precedents for this task
| Form or precedent | Kind | AI use | Summary |
|---|---|---|---|
| AFCA complaint: online form and downloadable complaint form | Form | AI use Yellow | Link to AFCA's general complaint routes. |
| AFCA agent authority | Form | AI use Yellow | Link to the AFCA agent authority. |
| AFCA statement of financial position | Form | AI use Yellow | Link to the AFCA statement of financial position. |
| AFCA resolution of directors | Form | AI use Yellow | Link to the resolution of directors PDF listed on the AFCA forms page. |
Signed-in accounts can read the full text of each one. All precedents.
Sources
- AFCA, Complaint process map · 2026-10-18
These are suggested working checks. Confirm the required checking with the responsible lawyer before work starts; the checking approach does not establish permission to use AI.