Complaints or Queries

We are always trying to improve our customers’ experience and the way we conduct our business, but we know things don’t always go the way they should. Your feedback or concerns about the services you receive from us and our products can help us understand and address issues we otherwise might not know about. This may include any concerns that we may not have acted in accordance with our regulatory obligations.

Help us to help you

You can reach out to us by calling us on 1300 264 872 or email us at and we’ll do our best to resolve your concern or issue. Or write to us at: Level 6, 110 Walker Street North Sydney NSW 2060 By giving us as much information as possible, you’ll be helping us to resolve things faster. If you have any supporting documentation, please have it handy when you raise your concern. In responding to your matter, we may need to verify your identity.

How long will it take?

If you raise an issue with us, we’ll address it as quickly as possible. In fact, most complaints are resolved within one business day. If your issue can’t be resolved straight away, we’ll make sure we see it through. In nearly all cases, you can expect that your concern will be resolved within five business days. In the event that it takes us longer than five days to resolve or investigate, we’ll ensure that you’re regularly updated.

Our external dispute resolution scheme

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3,
Melbourne, VIC 3001