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.

If you are not satisfied with our response, you may lodge a complaint:

  • with the Financial Ombudsman Service Australia if lodged before 1 November 2018:
    Mail: GPO Box 3 Melbourne VIC 3001
    Online: www.fos.org.au
    Email: info@fos.org.au
    Phone: 1800 367 287; or
  • with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
    Mail: GPO Box 3 Melbourne VIC 3001
    Online: www.afca.org.au
    Email: info@afca.org.au
    Phone: 1800 931 678