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Compliments & Concerns

Let us know how we have done…and if you’re not happy we’d like to fix it!

We value your feedback.

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

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Compliments

We are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If we have provided you with exceptional service in any way, please let us know using the details below, so that we can make sure we do more of the same!

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Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

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If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

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Need an update on your complaint

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

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Resolution

We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation. In the event, you are not satisfied with our response, you can lodge your complaint with AFCA.

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When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

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Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:

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Online:           www.afca.org.au

Email:             info@afca.org.au

Phone:            1800 931 678 (free call)

Mail:               Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

 

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Get in touch

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Ready for your loan now?

Get in touch for a confidential, complementary discussion about how we can help.

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Contact

Legal & Disclaimers

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Member Number:  864469

© 2025 Rethink Finance | Rethink Finance Pty Ltd  I  ABN 24 676 640 707  I  ACN 676 640 707  I  Credit Representative 559533  I  Authorised under Australian Credit Licence 389328

The information contained in this website:​ Is of a general nature only and does not take into account your objectives, financial situation or needs. We recommend that you consider whether it is appropriate for your circumstances. Does not constitute legal, tax or financial advice. You should always seek professional advice in relation to your individual circumstances.​ Your full financial situation and requirements need to be considered prior to any offer and acceptance of a loan product.​ Lender policy and conditions, fees and charges will apply to loan products that you accept.

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