Our commitment
We are committed to:
- listening to our customers and taking the time to understand their concerns;
- treating every customer fairly, respectfully and professionally;
- resolving complaints as quickly as reasonably possible;
- making our complaint process easy to access;
- keeping you informed while your complaint is being assessed;
- ensuring complaints are assessed fairly, objectively and independently;
- considering your personal circumstances with sensitivity and respect, particularly if you are experiencing vulnerability, and providing appropriate support;
- providing you with reasons for decisions that are made;
- protecting your privacy in accordance with our Privacy Policy;
- complying with all applicable laws, regulatory requirements and industry standards; and
- learning from complaints to improve customer outcomes.
We welcome complaints as an important source of customer feedback and continuous improvement.
What you can complain to us about
You can make a complaint if you are dissatisfied with our products, services, people, decisions, conduct or the way we have handled an earlier complaint, and you expect us to respond or resolve the matter. You do not need to use the word “complaint” for us to treat your concern as a complaint.
A complaint may be made verbally or in writing by a current, former or prospective customer, another person affected by our products, services or conduct, or an authorised representative or support person acting on their behalf.
Complaints can relate to:
- loan applications;
- lending decisions;
- fees, charges and interest calculations;
- customer service;
- hardship assistance;
- collections activities;
- privacy and credit reporting;
- dealer interactions;
- fraud or scams; or
- any other aspect of our services.
How to lodge a complaint
If you have a complaint, please contact us using the phone, email or mailing details above. Most complaints can be resolved quickly, and we encourage you to contact us.
If you are not satisfied with our response
If you are not satisfied with the outcome of your complaint, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA is an external dispute resolution body that assists consumers and small businesses to resolve financial services disputes. There is no charge to you for this service.
The Australian Financial Complaints Authority can be contacted by:
Management of complaints
We will acknowledge your complaint as soon as practicable and generally within one business day. We aim to resolve complaints as quickly as possible.
Where a complaint cannot be resolved immediately, we will investigate and provide a response no later than:
- 21 calendar days after receiving a complaint relating to hardship, default notices or postponement of enforcement proceedings; or
- 30 calendar days after receiving a complaint in all other instances.
We are committed to keeping you informed throughout the entire process and will provide regular updates and notices until your complaint is resolved.
So that we can properly investigate your complaint, we may request additional information from you or relevant third parties. We ask that any requested information be provided as soon as reasonably practicable.
If we are unable to provide our response within the applicable timeframe due to circumstances beyond our reasonable control, because your complaint is highly complex and we require more time to consider it, or where permitted under regulatory requirements, we will notify you of the reason for the delay and your right to lodge a complaint with AFCA.
Unless your complaint is resolved within five business days, we will generally provide our response to your complaint in writing. We will explain the outcome of our investigation and your right to refer your complaint to a third party if you remain dissatisfied.
Options for resolution include, but are not limited to:
- providing an explanation or apology;
- correcting an error or inaccurate record;
- providing assistance or reconsidering a decision;
- refunding or waiving a fee or charge, providing compensation, or another fair remedy as appropriate; and
- taking steps to prevent the issue recurring.
If you need additional assistance with your complaint
We are committed to ensuring our complaints process is accessible to all customers.
Additional support is available for customers who:
- require language assistance;
- have hearing, speech or communication difficulties;
- require assistance from a representative, advocate or support person; or
- are experiencing vulnerability or other circumstances that make engaging with us difficult.
Support options may include:
- speaking with an authorised support person or representative with your consent;
- accessing the National Relay Service (NRS); or
- using the Translating and Interpreting Service (TIS National).
Please let us know if you require any additional assistance when making your complaint.
Changes to this policy
This policy is subject to change over time without prior notice. We may amend this policy by updating this posting.
Copies of this policy
You can ask us to provide you with a copy of this policy, including a hard copy, by contacting us using the contact details above.
Date published: 7 October 2026