Lost money to a scam? Make your bank answer for it.
We write the formal complaint your bank, and AFCA, must respond to. Prepared by an insider with 10 years in bank fraud teams. You talk, we write, you lodge.
Four steps. You talk, we write.
Banks assess scam complaints against specific obligations, like the ePayments Code and their own fraud monitoring duties. A complaint that speaks that language gets a real assessment instead of a template rejection. That is the difference we make.
Tell us what happened
One phone call, plain language. We ask the questions the bank will ask, so nothing catches you off guard.
YouWe build your complaint pack
A formal letter, full timeline and evidence index, written the way bank complaints teams assess them.
FairlightYour bank must respond
You lodge it. The bank is required to investigate and give you a written outcome within set timeframes.
You + your bankNot fair? We prep AFCA.
If the bank rejects or stalls, we prepare your escalation to AFCA, the free and independent umpire.
Fairlight
Fairlight AdvisoryPREPARED FOR CLIENT
RE: FORMAL COMPLAINT. UNAUTHORISED PAYMENTS AND FAILURE TO INTERVENE
Dear Complaints Team,
I write to lodge a formal complaint regarding transactions totalling made from my account between , in circumstances your fraud systems should reasonably have detected.
On your bank processed consecutive transfers to a newly created payee, contrary to my established account behaviour. I refer to your obligations under the ePayments Code.
I request a full response under your internal dispute resolution process, failing which this matter will be escalated to the Australian Financial Complaints Authority.
Finished documents, ready to lodge.
Not advice and a pat on the back. Documents in your name, written for your specific case, ready to send.
- ✓Formal complaint letterciting the obligations that apply to your case
- ✓Event timelineevery transaction, contact and red flag, in order
- ✓Evidence indexwhat to attach, what to demand from the bank
- ✓Response templatesready replies to the bank's common pushbacks
- ✓AFCA escalation guideexactly when and how to go over the bank's head
Pricing
One clear price per pack. No hidden costs, and never a percentage of anything you recover.
- ✓Honest assessment of your case
- ✓We tell you if it's worth pursuing
- ✓No obligation to proceed
- ✓Reply within one business day
- ✓Liability review
- ✓Bank complaint pack
- ✓Evidence organisation
- ✓Lodging instructions
- ✓Everything in Essential
- ✓Higher value cases
- ✓Multiple transactions
- ✓Everything in Standard
- ✓Complex multi party cases
- ✓Detailed evidence review
AFCA Escalation +$49
If your bank rejects or stalls your complaint, we prepare your escalation file for the Australian Financial Complaints Authority. Added at any point after your initial pack.
Ten years on the other side of the desk.
Fairlight Advisory was founded by Phil, who spent 10 years inside Australian bank fraud and complaints teams, assessing exactly the kind of case you now have. He knows what makes a complaint get taken seriously, what gets one dismissed, and where the pressure points are, because for a decade it was his job to find them.
The name comes from the idea of a fair light: a beacon for people navigating a process that was never designed with them in mind. That is the whole business. No recovery promises, no percentages, no theatre. Just your case, put properly.
Beware the second scam.
Scam victims get targeted twice. "Recovery agents" who promise your money back, take a percentage, ask for remote access to your device, or contact you out of the blue are almost always the next scam.
Our promise, in writing: no promised outcomes, no percentages, no remote access, no cold calls. You stay in control of your money and your case at every step. And AFCA is always free for consumers. Anyone who says otherwise is lying to you.
Know the process before it knows you.
Questions people are afraid to ask.
The scammer moved fast. So should your complaint.
Banks have time limits to respond, and evidence gets harder to gather the longer you wait. A first conversation costs nothing and commits you to nothing.
Speak with Phil