COMPLAINTS AND FEEDBACK

Tell us what happed

Get in touch and tell us:

• what went wrong, including the products and/or services you are complaining about
• what you'd like us to do to fix it.

We may ask you for more information so we can respond to your complaint, such as your name and preferred contact details.

Authorise a representative

You can appoint someone to help you with your complaint

You can ask another person to help you lodge and/or manage your complaint, such as a family member, lawyer or financial counsellor. You’ll need to give us authority to discuss your complaint with them, and in some cases, we may still need to contact you directly.

If you want to appoint a representative to help you lodge and/or manage your complaint, you can complete the Representative authority form – Complaints.

What we’ll do next

When you make a complaint, we’ll let you know we’ve received it. This may be when we first speak to you or within one business day if we receive your complaint in writing. We aim to resolve complaints immediately or within five business days. If we need more time, we’ll keep you informed of progress and tell you:

• which team will handle your complaint
• how you can contact them.

How we’ll communicate with you

We’ll always try to contact you the same way you contacted us, unless you tell us to do it another way.

We’ll review and investigate your complaint

We are committed to working with you so we can resolve your complaint as quickly as possible. 

Once we’ve received your complaint, we will review the information you have provided us and investigate any issues you have raised. We may need to work with other teams internally to find out why an issue might have occurred and look at ways we can resolve it, and/or prevent it from occurring again. 

If we need more information

We aim to find a fair and reasonable solution to your complaint using all the information available to us, so if we need more information, we’ll contact you to ask for it.

How long will it take?

If your complaint is about financial hardship, a default notice, or a request to postpone enforcement proceedings we aim to respond to your complaint within 21 days. For all other complaints, we aim to respond within 30 days.

In some exceptional cases we may not be able to respond to you within the required time. If this happens, we’ll explain why, and tell you when you can expect our response. 

When we’ll send you a written response

We’ll always confirm the outcome to your complaint in writing if:

• it takes us more than five business days to resolve your complaint, or
• your complaint is about financial hardship, or
• at any stage you ask us to.

If you’re still
not satisfied

If you’re still not satisfied with our response and/or how we have handled your complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

To contact AFCA, you can:

• call 1800 931 678 (free call)
• send an email to info@afca.org.au
• visit www.afca.org.au
• In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC, 3001.

Complaint help

If you need help making a complaint.

Read our complaints guide. Our complaint guide (public complaints policy) outlines how we handle complaints.

Our website and complaint guide can be viewed in other languages using Google Translate.

Simply, visit https://translate.google.com and follow the instructions to translate the text. Your browser may also allow you to change to another language in the settings.

Please note, Virgin Money Australia does not take responsibility for the accuracy of the translation using Google Translate or other translation services.

If English is your second language.

If English isn’t your first language, and you would rather speak to us in another language, we can arrange a free interpreter to help you. To arrange a free interpreter, you can call 13 81 51.

如果您希望用普通话和我们交流，您拨打我们电话 13 81 51 时我们可以为您安排翻译

Nếu quý vị muốn nói chuyện với chúng tôi bằng tiếng Việt, chúng tôi có thể thu xếp thông dịch viên để giúp đỡ khi quý vị gọi điện cho chúng tôi theo số 13 81 51

13 81 51 ذا كنت تفضّل التحدّث إلينا باللغة العربية فيمكننا التنسيق مع مترجم لمساعدتك عند الاتصال بنا على الرقم   

고객이 한국어로 소통하기를 원하는 경우 1300 557 272 로 전화하시면,  전화 통역 서비스를 준비해 드릴 수 있습니다.  13 81 51

如果您希望用粵語和我們溝通，我們可以安排一名口譯員在您致電 13 81 51 聯絡我們時為您提供幫助

There’s also a Braille version

Please contact us if you need a braille version of the complaint guide.

Accessibility

Accessible and inclusive banking

If you are deaf, hard of hearing or have a speech impairment:

The free National Relay Service (NRS) is a useful tool to help you make a complaint:

• Telephone Typewriter (TTP): For type telephone service call 133 677
• SMS relay: For relay service send a text message to 0423 677 767
• NRS Chat (Internet Relay): For Internet relay service connect to the NRS website or app.
• Speak and listen (Voice Relay): Voice relay service available if you have a speech impairment – call 1300 555 727 then ask for Virgin Money 13 81 51. The NRS relay officer is present throughout the call to ensure smooth communication but doesn’t change or interfere with what the parties say.

You can find information about which type of call is right for you and information about their privacy policy on the Access Hub website: https://www.accesshub.gov.au/about-the-nrs

For more information about accessibility including how to adjust the font size on our website, visit our accessible and inclusive banking support page.

Accessible and inclusive banking support.

Feedback and compliments

If you’ve got some feedback for us or just want to call out someone doing a great job, please get in touch

Contact us