Complaints

Last updated 29 October 2026

We want to hear from you if you're unhappy with our service. Complaints help us improve, and we'll treat yours fairly and promptly. Making a complaint is free.

Complaints about My Money Mentors

If your complaint is about our website, our form or how we handled your request, contact us and explain what happened and what you'd like us to do:

We'll acknowledge your complaint within one business day of receiving it, or as soon as practicable, and aim to give you a final response within 30 calendar days. If we need more time, we'll tell you why.

If you were contacted without asking, tell us. We'll tell you which business we passed your details to, and stop passing them on.

We're not a member of the Australian Financial Complaints Authority (AFCA), because we don't provide credit or financial services. If you're not satisfied with our response about our own service, you can contact Queensland Fair Trading, or the Office of the Australian Information Commissioner for privacy matters.

Complaints about a business we referred you to

Contact the business first. Each one has its own complaints process.

  • A mortgage broker or a financial adviser: their Credit Guide or Financial Services Guide explains how to complain. If you're not satisfied with their response, you may be able to take your complaint to AFCA (below).
  • A loan or a financial product: contact the lender or the product issuer first, then AFCA.
  • A tax agent: if you're not satisfied with their response, you can make a complaint to the Tax Practitioners Board.

The Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that's free to consumers.

  • 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

Time limits may apply to complain to AFCA, so you should act promptly or check the AFCA website to find out whether a time limit applies to your complaint.

Privacy complaints

See our Privacy Policy for how to make a privacy complaint, including to the Office of the Australian Information Commissioner.

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