AFIA is pleased to welcome back the Australian Financial Complaints Authority (AFCA) to provide members with timely insights into the current state of financial complaints and key trends shaping the industry in 2026.

As cost-of-living pressures continue to affect households and businesses, and expectations around how financial institutions respond to customer vulnerability evolve, this session will help members better understand the drivers behind complaints and areas of regulatory and reputational focus.

The AFCA team will unpack:

• FY26 mid-year complaint trends, with insights across consumer finance, non-bank lending, and small business

• Complaint drivers linked to cost-of-living stress and affordability pressure

• Evolving expectations around customer vulnerability, including best practices in hardship support and dispute resolution

A live Q&A will follow, giving members the opportunity to explore key issues relevant to their products, processes, and customer base.

This is a great opportunity for professionals working across legal, compliance, customer service, complaints handling, vulnerability, and risk teams within AFIA member organisations to stay informed and ahead of key industry trends.

 Register here