How to Lodge an AFCA Complaint About a Vehicle Repossession

The Australian Financial Complaints Authority (AFCA) is the free, independent ombudsman for disputes with banks, lenders, and other financial firms. If your vehicle was repossessed and you believe the lender acted unfairly — refused your payment, withheld the reinstatement figure, misled you about your rights, or failed to follow the required process — AFCA is usually the most effective place to take it.

Why AFCA first (and fast)

• It is free — and the lender must participate.
• Once AFCA accepts your complaint, the lender is generally required to pause enforcement action, including selling your repossessed vehicle, while the complaint is open.
• AFCA determinations are binding on the financial firm (but not on you — you can still go to court if unsatisfied).
• AFCA can order the return of your vehicle, waiver of enforcement costs, compensation for losses, and removal of default listings from your credit file.

Before you lodge: contact the lender once

AFCA will ask whether you have complained to the financial firm first. A phone call to the lender in which you raised the dispute counts — note the date, time, and what was said. You do not need to wait for the firm’s internal process to finish if your vehicle is at risk of sale: lodge promptly and tell AFCA the matter is urgent.

Step by step

1. Go to afca.org.au and select "Make a complaint" — choose the credit / car loan category.
2. Answer "Have you complained to the financial firm?" — Yes, if you raised the dispute in any call or message. Give the date of your first contact.
3. Describe how you complained: e.g. "I called the lender on the day of the repossession and asked for the amount required to reinstate my contract."
4. Answer whether you received a final written response — usually No if you only spoke by phone.
5. In the complaint description, set out the facts in order: the contract, the default notice (or absence of one), the repossession, your contacts with the lender, what was said, and what you are seeking.
6. Attach your evidence: notification SMS or letter, call log screenshots, loan balance screenshots, bank statements showing available funds, the default notice, and your loan contract.
7. State your outcomes clearly: freeze on sale, an itemised reinstatement figure, return of the vehicle, waiver of enforcement costs, no adverse credit listing, and copies of call recordings.
8. After lodging, note your complaint reference number and call AFCA (1800 931 678) to confirm the enforcement pause if your vehicle has not yet been sold.

What AFCA can order

AFCA assesses lender conduct against the law and good industry practice. For vehicle repossession complaints, outcomes can include return of the vehicle upon payment of arrears, waiver of repossession and enforcement costs caused by the lender’s conduct, compensation for consequential losses (such as loss of use), correction of your credit file, and hardship arrangements going forward.

Draft your complaint with FairClaim

FairClaim takes you through a structured interview about what happened, checks your facts against the National Credit Code provision by provision, warns you where a claim would overreach, and generates a complete, professionally structured complaint document ready for the AFCA portal — free to start.

Frequently asked questions

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