If something hasn't gone right, we want to hear about it and put it right. Making a complaint is free.
How a complaint works
You can complain in whatever way suits you. Tell us what happened, when, and what you would like us to do to put it right. You can also ask someone you trust, such as a family member, financial counsellor or lawyer, to complain for you.
If you need help to make a complaint, for example an interpreter or extra time, tell us and we will help.
If you are not happy with our response, or we haven't responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Time limits may apply, so act promptly.
If your complaint is about how we handled your personal or credit information, our Privacy Policy explains the process. You can also contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au (opens in a new tab).
If your complaint is about a lender's decision or how a lender handled your loan, you can complain to the lender directly, and then to AFCA. Tell us and we will help you work out who to contact.
If you are struggling with debt, the National Debt Helpline offers free, confidential and independent financial counselling on 1800 007 007 or at ndh.org.au (opens in a new tab).