04/09/2026
119,949 financial complaints in a year is a number worth paying attention to.
That's how many complaints the Australian Financial Complaints Authority (AFCA) received in 2025–26 – a new record.
Banking and finance complaints alone jumped 23% to 66,971.
While Archer operates in a different part of the lending market – and these complaints largely relate to consumer financial services – those numbers still got me thinking about something that matters in every lending relationship.
Certainty.
A lot of the deals I see have a deadline attached. There's a settlement approaching, an opportunity the client doesn't want to lose or a financing problem that needs to be solved quickly.
In those situations, a lender saying they can do a deal carries weight.
If the pricing changes unexpectedly, the timeframe slips or the lender can't execute, the broker is often the person left having that conversation with the client.
That's why I've always thought a lender's job isn't just to say yes to a deal.
It's to be clear about what we can deliver – and then deliver it.