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Compliments and Complaints

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We’re listening

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We value your feedback as an opportunity to improve our customers’ experience. Whether you’re paying a compliment or making a complaint, we want you to let us know.

Shareholder Enquiries

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If you are a shareholder enquiring about your investment details, provision of tax files numbers etc, please call Link Market Services on 1800 881 432 (+61 2 8280 7927 if overseas) or submit a request via email.

Compliments and Complaints

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Sometimes things don't go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns you have quickly and fairly. Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.

Click here to fill out our Compliments & Complaints form.

We’re here to help

  • Let us know about your complaint and how you’d like it resolved. 
  • We'll acknowledge your complaint, provide you the reference number and the contact details of the person handling your complaint.
  • If you have any supporting documents you would like to provide us, make sure to let us know.
  • We’ll work with you to resolve the complaint and let you know once we have a resolution.

Contact Us

Step 1: Contact our Customer Service Centre on: 

Telephone: 1300 858 608
Online: Lodge a complaint
Post: Locked Bag 5005, Royal Exchange, Sydney NSW 1225

You can also raise your matter directly with:

Once Credit 136 623  
Lombard Finance 1300 132 301  
Flexirent 1800 240 102  

Step 2: If you’re not satisfied with the response, you can ask for the complaint to be escalated to the Customer Relations Team. Also, if we’re unable to provide you with a resolution within the first five days, the complaint will be escalated to the Customer Relations Team.

How long will it take?

Most of the complaints raised with us can be resolved on that same call or within a few days of letting us know. We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days, we’ll contact you to let you know we need more time to investigate.

In the event of a delay where a final response is not possible within 45 days, we’ll be in touch with the reason for the delay and to give you a date when you should expect to receive it. 

If you’re still dissatisfied with the resolution provided

In Australia, you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers. 

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

In New Zealand, you can lodge a complaint via Financial Services Complaints LTD (FSCL), an independent and impartial dispute resolution service that is free for consumers.

Website: www.fscl.org.nz
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Postal Address: Financial Services Complaints Limited, PO Box 5967, Wellington 6140

We will do everything we can to resolve your complaint quickly and fairly so it’s important that you raise your issue with us before going to AFCA. In fact, AFCA will encourage you to work with us first, before commencing their investigation.

Head Office Locations

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Australia

Telephone: +61 6 8905 2000
Facsimile: +61 6 8905 1800

Locked Bag 5005
Royal Exchange,
Sydney NSW 1225

Level 7, 179 Elizabeth Street,
Sydney, NSW 2000
AUSTRALIA

New Zealand

Telephone: +64 9 300 4494
Facsimile: +64 9 300 4498

PO Box 90935
Victoria St West
Auckland 1142

111 Carlton Gore Road
Newmarket
Auckland 1023
NEW ZEALAND

Ireland

Telephone: 1800 551 395
OR 01 4512480 (from mobile only)
Facsimilie: 1800 551 396

Level 4,
No.5 Custom House Plaza,
Harbourmaster Place,
Dublin 1

CUSTOMER SUPPORT

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