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 7, 99 Mount 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 you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with our independent external dispute resolution provider, the Credit and Investments Ombudsman. Of course, as you’re a valued customer, we’d much rather try to resolve the issue together first. In fact, the Ombudsman will encourage you to resolve the issue with us before they start to investigate. The Credit and Investments Ombudsman can be contacted at:

Telephone: 1800 138 422
Postal: Credit and Investments Ombudsman Ltd, PO Box A252
South Sydney NSW 1235