I would like to make a complaint.

To make a complaint, please contact us via in-app messaging. 


If you’re ever unhappy about something we’ve done- or perhaps not done – please give us the opportunity to put things right. 


Our aim is to resolve your complaint within 5 Business days, and where possible we will resolve your complaint on the spot. Should we be unable to resolve your concern at your first point of contact, we will provide you with your complaint reference number within 24 hours and an update within 10 business days. If we need additional time to resolve your complaint, we will let you know. 


If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent service to resolve complaints, you might have about us where the complaint falls within AFCA’s terms of reference.

 

You can get in touch with them here:


Online: www.afca.org.au  


Email: info@afca.org.au


Phone: 1800 931 678 (free call)


Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3002 

 

If your complaint relates to how we have handled your personal information, you may also lodge a complaint for free with the Office of the Australian Information Commissioner (OAIC) 


Online: https://www.oaic.gov.au/ 


Email: enquiries@oaic.gov.au 


Mail: Office of the Australian Information Commissioner, GPO Box 521, Sydney