How We Handle Complaints

At Money Pty Ltd (trading as Money) (CAR 001318745) an Authorised Representative of 62 Consulting Pty Ltd (AFSL 548573) we value our clients and are committed to resolving any concerns quickly, fairly and in line with our legal obligations.

This summary of our Internal Dispute Resolution (IDR) Policy explains how you can make a complaint, what you can expect from us, and how you can take matters further if you are not satisfied.

If you are unhappy with our products, services, staff or you can lodge a complaint through any of the following channels:

There is no special form required, and you do not have to use the word “complaint.” If you prefer, you may ask a family member, friend, adviser or interpreter to act on your behalf. If you have accessibility needs, we will provide interpreter services, alternative formats or other support as required.

We aim to provide a final written response within 30 calendar days from when we first received your complaint. This response will set out our decision, reasons, and any action we are taking.

If we resolve your complaint to your satisfaction within 5 business days and it does not involve financial hardship, insurance or superannuation, we may not issue a written response unless you ask for one.

If you are unhappy with our final response, or if we do not resolve your complaint within 30 days, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is a free and independent service:

All complaints are recorded in our central Complaints Register. We review these regularly to identify trends and improve our services. Your personal information is handled confidentially in accordance with the Privacy Act 1988 (Cth). If you would like a copy of our full IDR Policy or need assistance to make a complaint, please contact us. We are here to help.