Complaints

Resolving your complaint is important to us

We are committed to providing high quality services and products, so if you have a complaint, please let us know.

We will investigate your concerns as quickly as possible to resolve them to your satisfaction.

To assist us in helping you:

1. Gather all your supporting documents, think about the questions you want answered and how you would like your complaint resolved.
2. Contact us and explain your concerns:

For loan related complaints:

email creditcomplaints@balmain.com.au or phone: (02) 9232 8888 and ask to speak with the Complaints Officer.

For funds related complaints:

email complaints@balmain.com.au or phone: (02) 9232 8888 and ask to speak with the Complaints Officer.

What happens next?

We will acknowledge your complaint within 24 hours from when we receive it.

We will aim to resolve your complaint as quickly as possible, if not immediately. While most matters can be resolved quickly, more complex issues may take longer. By law, we are required to respond and finalise your complaint within:

1. a maximum of 30 days, and if we cannot resolve your complaint within 30 days we will advise you as to the reason why and refer you the Australian Financial Complaints Authority (AFCA); or
2. a maximum of 21 days if the complaint involves a default notice, hardship claim or a request for the postponement of enforcement proceedings;

We will let you know the outcome and reasoning in relation to the progress of your complaint as soon as possible.

For more complex matters, we will keep you informed of the progress and let you know when you can reasonably expect a response.

What if the issue is not resolved?

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au