This website
This website is operated by the Macquarie Group (being Macquarie Group Limited and its related bodies corporate) (“we”, “us” or “our”) for and on behalf of Australian Finance Group Ltd.
We are committed to providing our clients with the highest standard of products and services available. If you're unhappy with our products or our service, we would like you to tell us about it.
Please contact our complaints team by phone, in writing or in person:
By phone
You can contact us by calling 1800 899 485 or ask to speak to the Complaints Officer.
In writing
You can write to us at:
The Complaints Officer
Macquarie Group Limited
GPO Box 4294
Sydney NSW 1164
Email: complaints@macquarie.com
In person
You can raise your complaint with us in person through our staff in one of our branches.
Options for review
If you have raised your concerns with our complaints team, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Customer Advocate or the Australian Financial Complaints Authority:
a) Customer Advocate
Macquarie’s Customer Advocate’s role is to promote fair and reasonable customer complaint outcomes, to review and assist with determining escalated customer complaints, and to provide a customer-centric voice when making recommendations to improve customer experience.
The Customer Advocate is independent of Macquarie’s operating, risk and support groups including our internal dispute resolution teams.
If you are an individual or small business Australian customer who have been provided financial services by Macquarie and you are not satisfied with the outcome we have proposed, or you believe that Macquarie’s internal dispute resolution process has not resolved your complaint fairly, then you can ask our Customer Advocate to review your matter.
To contact the Customer Advocate:
By phone
You can contact the Customer Advocate on 1800 898 307.
In writing
You can write to the Customer Advocate at:
Email: customeradvocate@macquarie.com
Customer Advocate
Macquarie Bank Limited
GPO Box 4294
Sydney NSW 1164
b) Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
To contact AFCA:
By phone
You can contact AFCA on 1800 931 678 (free call)
In writing
You can write to AFCA at:
Email: info@afca.org.au
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001