Complaints

How to lodge a complaint relating to your Virgin Money Reward Me Home Loan.

  • Let us know straight away

    At Virgin Money, we recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by calling our Customer Care Team on 13 81 51 or send them an email at service@virginmoney.com.au.

  • Sending us feedback or a complaint via email

    To assist our teams with their investigation, the following information should be included if available:

    • Full Name of the account holder/s
    • The product or service the feedback/complaint relates too
    • A summary of your feedback/complaint
    • What you would like to happen next and/or the outcome you are looking to achieve
    • Any detail of who you have spoken with (if anyone) to have this matter resolved
    • Preferred method and contact details (telephone, email, mail)

    Important to note: Please do not put any personal information in the email such as account numbers, DOB, mothers’ maiden name etc.

  • How long will it take?

    Our team will try to resolve your complaint immediately. Where this is not possible, they will let you know who will be handling your complaint, their contact details, and the expected resolution date, our aim is to resolve your complaint within 5 business days.

    For complaints that are particularly complex or need investigation with other teams, more time maybe required, we will advise you of the expected resolution date and keep you updated on our progress.

  • If you’re not satisfied with the way your complaint is being managed

    In the unlikely event that your feel your complaint is not being managed well by our Customer Care Team and they have not already referred you to our dedicated Customer Relations Team you can contact them via email customer.relations@virginmoney.com.au or via post at: Virgin Money Customer Relations, Reply Paid 2258, Brisbane QLD 4001.

  • If you remain unsatisfied

    If you remain unsatisfied with the outcome of your complaint after it has been reviewed by our Customer Relations Team, you can request an independent review by the Customer Advocate Office or the Australian Financial Complaints Authority (AFCA) on the details below.

    The Customer Advocate Office

    The Customer Advocate Office will review your complaint impartially and make an assessment as to whether the outcome and process was managed fairly and reasonably.

    You can contact the Customer Advocate Office via email at customeradvocate@virginmoney.com.au or via post at: Customer Advocate, PO Box 898, Brisbane QLD 4001

    The Customer Advocate will acknowledge your complaint within three days of receipt and depending on the nature of the issue, they may require additional time to investigate.

    If you’d like to find out more information about Customer Advocates, the Australian Bankers’ Association have published guiding principles for Customer Advocates.

    Australian Financial Complaints Authority (AFCA)

    You can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service:

    Website: www.afca.org.au
    Email: info@afca.org.au
    Phone: 1800 931 678 (free call)
    Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001