Making a complaint

We want to get things right. If you're unhappy with our service, please tell us, so we can fix it.

1. Contact us first

Please contact Natalie Hawkes directly, by phone, email or letter, and tell us what went wrong and what you'd like us to do about it.

We'll let you know we've received your complaint within 1 business day, keep you updated, and give you our final response within 30 calendar days. If we need more time, we'll tell you why.

2. Our licensee's Complaints Officer

If we can't fix it together quickly, your complaint will be escalated to the Complaints Officer at our credit licensee, Australian Finance Group Ltd (AFG). You can also contact them directly.

3. If you're not satisfied

If you're 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 to complaints to AFCA, so act promptly. You can find more information in our Credit Guide.