Complaints

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:
800 Collins Street
Docklands, VIC 3008
Australia

Phone:
1300 369 340 (Australia)
+61 1300 369 340 (New Zealand & International)

If you wish to raise your feedback online, please complete the form below:
Online Feedback 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 which independently and impartially resolve disputes between consumers and participating financial services providers.

Australian Financial Complaints Authority

The contact details for the Australian Financial Complaints Authority are:

Australian Financial Complaints Authority
GPO Box 3, Melbourne Victoria 3001
Australia

Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au