How to raise a complaint with us, and how we work to resolve it fairly and promptly.
Version 1.0 · Last updated May 2026
We are committed to providing a high standard of service. If something has not met your expectations, we want to hear about it and put it right. This page explains how to raise a complaint and the steps we will take to resolve it.
Most concerns can be resolved quickly by raising them with us directly. You can contact us by:
Please tell us what happened, how it has affected you, and how you would like it resolved. This helps us address your complaint as quickly as possible.
We will acknowledge your complaint promptly and work to resolve it fairly. In line with ASIC requirements, we will provide you with a written response within 30 days, setting out the outcome of our investigation or explaining why more time is needed. If your complaint is resolved to your satisfaction within five business days, we may not provide a written response unless you ask for one.
If you are not satisfied with our response, or your complaint is not resolved within 30 days, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service. We are a member of AFCA through our licensee, QED Credit Services Pty Ltd.
Time limits may apply to lodging a complaint with AFCA — we recommend you contact AFCA, or visit their website, promptly to find out whether a time limit applies to your matter.
For privacy-related complaints you may also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au. The Australian Securities and Investments Commission (ASIC) provides general guidance for consumers at moneysmart.gov.au.
This page contains general information only.
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