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Compliments & Concerns 

Your voice matters at Finance Mutual Australia. As a member-focused financial institution, we believe that honest feedback drives excellence in everything we do.

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Whether you want to celebrate outstanding service from our team or raise concerns about your experience, we're here to listen. Every conversation helps us strengthen our commitment to serving you better and upholding the mutual values that define who we are.

 

Celebrating Excellence

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Recognizing Outstanding Service

When our team members go above and beyond to deliver exceptional service, we want to know about it. Your recognition helps us celebrate the people who make Finance Mutual Australia a trusted partner in your financial journey.

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What Makes a Difference:

  • Going the extra mile to solve your problem

  • Making complex financial concepts easy to understand

  • Showing genuine care for your financial wellbeing

  • Delivering service that exceeds your expectations

  • Demonstrating our mutual values in action

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Share Your Positive Experience

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Phone: (08) 8216 4111 - Ask to speak with our Customer Relationship Manager
Email: mail@financemutual.com.au
Online: Complete our feedback form on our website
In Person: Visit us at Level 5, 333 King William Street, Adelaide
Mail: Customer Relationship Manager, PO Box 6277 Halifax Street, Adelaide SA 5000

Help Us Celebrate by Including:

  • The team member's name who helped you

  • What made your experience special

  • How we exceeded your expectations

  • The impact of the service on your financial goals

 

Addressing Your Concerns

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When We Fall Short

We strive for excellence, but we know that sometimes we may not meet the high standards you expect from Finance Mutual Australia. When this happens, we want to make it right - quickly and fairly.

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Your concerns help us:

  • Identify areas where we can improve

  • Resolve issues that matter to you

  • Strengthen our processes and training

  • Maintain the trust you've placed in us

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Types of Concerns We Can Help With

We can assist with complaints about:

  • Quality of service provided

  • Delays in processing applications

  • Communication issues

  • Fees and charges

  • Product features or performance

  • Staff conduct or behavior

  • Privacy or confidentiality matters

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How to Raise Your Concerns

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Member Advocate Team

  • Phone: (08) 8216 4111 - Ask for our Customer Relationship Manager

  • Email: mail@financemutual.com.au

  • In Person: Visit our Adelaide office for face-to-face discussion

  • Mail: Finance Mutual Australia - PO Box 6277 Halifax Street, Adelaide SA 5000

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For Urgent Matters: Call our main line and ask to speak immediately with our Customer Relationship Manager.

 

Getting the Best Outcome

To help us understand and resolve your concern effectively, please share:

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Essential Information:

  • Your membership/account details

  • Clear description of what happened

  • When the issue occurred

  • What you've already tried to resolve it

  • What outcome would satisfy you

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Supporting Documentation:

  • Relevant correspondence or documents

  • Screenshots or photos (if applicable)

  • Reference numbers from previous contacts

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Your Preferred Resolution:

  • What would make this right for you?

  • How urgent is this matter?

  • How would you like us to communicate with you?

 

Complaint Status Updates

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Staying Informed

If you have lodged a complaint with us, you can contact us at any time to request an update on its status. Simply contact us through any of the methods listed above and reference your earlier communication so we can respond effectively.

We will keep you informed throughout the process and provide regular updates on the progress of your complaint.

 

Our Resolution Process

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Our Resolution Promise

What You Can Expect

Immediate Attention: We'll try to resolve your concern during your first contact. Many issues can be fixed right away with the right conversation.

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Quick Acknowledgment: If we need more time, you'll receive written confirmation within 3 business days with:

  • Clear timeline for resolution

  • Our direct contact details for updates

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Regular Updates: Our Customer Relationship Manager will keep you informed every step of the way, with progress updates at least weekly.

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Fair Resolution: We'll complete most investigations within 21 business days. Complex matters may take longer, but we'll explain why and keep you updated.

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Final Response: You'll receive a comprehensive response explaining our findings, decisions, and any actions we're taking.

 

Independent Review Options

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When You Need Additional Support

If you feel we haven't fully addressed your concerns, or if you'd prefer an independent perspective from the start, you have options:

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Australian Financial Complaints Authority (AFCA)
Free, independent dispute resolution for financial services

Contact AFCA:

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AFCA can help when:

  • You're not satisfied with our response

  • We haven't responded within our timeframes

  • You want an independent review of your situation

  • You prefer external mediation

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Note: AFCA generally expects you to try resolving the matter with us first, unless there are special circumstances.

 

Building a Better Experience Together

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Learning and Growing

Every piece of feedback you share helps Finance Mutual Australia evolve and improve. We take your input seriously and use it to:

Enhance Our Service:

  • Refine our processes and procedures

  • Improve staff training and development

  • Upgrade our systems and technology

  • Develop new products and services that meet your needs

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Strengthen Our Community:

  • Build stronger relationships with our members

  • Create a more inclusive and supportive environment

  • Maintain the mutual values that guide our decisions

  • Foster trust and transparency in all our interactions

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Track Our Progress: We regularly review feedback trends and share insights with our board and management team to ensure continuous improvement across all areas of our business.

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Your Ongoing Voice

Remember, your relationship with us doesn't end when a concern is resolved or a compliment is shared. We encourage ongoing dialogue and welcome your thoughts on how we can serve you better throughout your financial journey with us.

 

Contact Information

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Finance Mutual Australia Pty Ltd
ABN 41 746 206 148 | Australian Credit Licence 387284

Address: Level 5, 333 King William Street, Adelaide SA 5000
Phone: (08) 8216 4111
Email: mail@financemutual.com.au
Postal Address: PO Box 6277 Halifax Street, Adelaide SA 5000

Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (ACST)

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Version: 2025.1

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