Complaints
Something not right? Tell us.
We'd rather hear about a problem than have you sit on it. Here's how to raise a concern and what happens next.
How to raise a complaint
- Call us on 03 8072 0200 during business hours, or
- use the form on our contact page and start your message with "Complaint".
What helps us sort it out
- Your name, business name and the best way to reach you.
- What happened, roughly when, and who you dealt with if you know.
- What you'd like us to do to put it right.
What happens next
We'll acknowledge your complaint, look into it properly, keep you updated, and explain the outcome and the reasons for it. If we got something wrong, we'll say so and tell you how we'll fix it.
Privacy complaints
If your complaint is about how we've handled personal information, our privacy policy explains the process. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
Lender decisions
If your concern is about a decision or product of the lender that funded your loan, that lender's own complaints process also applies. We'll help you find the right contact.
Last updated 2 October 2026.