We know that sometimes things don't go as well as they should and problems arise. If this happens to you please let us know so we can fix the problem.

Please talk to us first

Once we are aware of your concern we expect all our staff will take the appropriate steps to address your concerns straight away.

If the staff member is not able to resolve this with you the matter will be referred to our Customer Resolutions team. Customer Resolutions will investigate the issue and take all reasonable steps to resolve the matter with you or your authorised representative.

Contact the Customer Resolutions team:
572 Swan Street
Richmond, VIC 3121

1300 369 340 (Australia)
+61 7 3896 7846 (New Zealand & International)

If you wish to raise your complaint online, please complete the form below:
Online Complaint Form

Latitude Customers

If you believe your complaint has not been resolved you may want to refer the matter to an external dispute resolution service. We are a member of the Financial Ombudsman Service Australia (FOS Australia). FOS Australia independently and impartially resolve disputes between consumers and participating financial services providers.

Financial Ombudsman Service Australia

The contact details for the Financial Ombudsman Service Australia are:

Financial Ombudsman Service Australia
GPO Box 3
Melbourne Victoria 3001

Phone: 1800 367 287
Fax: 03 9613 6399