Last Updated: July 2025
At Trusty Finance, we’re committed to delivering products and services that are simple, transparent, and designed to meet your needs. But if something doesn’t go to plan, we want to hear about it.
Your feedback helps us improve and if you’re unhappy, we’ll do our best to make things right.
We offer a free and fair complaints process, and this page outlines what you can expect if you’d like to raise a concern with us.
How to make a complaint
If you’re dissatisfied with any aspect of our service, product, or how we’ve handled a previous concern, you can lodge a complaint with us via:
- Email: complaints@trustyfinance.com.au
- Phone: (02) 8053 7350
- Post: Unit 526, 368 Sussex Street, Sydney NSW 2000
Please provide as much detail as possible, including your name, contact information, and any relevant documents, so we can look into the matter efficiently.
What happens next?
Acknowledgement
We’ll acknowledge your complaint within 24 hours (or 1 business day) of receiving it.
Investigation
We’ll carefully review your concerns and may contact you if we need further information to fully understand the issue.
Resolution
Our goal is to resolve your complaint within 21 calendar days. If your matter is more complex and we need more time, we’ll keep you updated and let you know when you can expect a final response.
Still not satisfied?
If you’re not happy with the outcome, or if your complaint hasn’t been resolved within the required timeframe, you have the right to escalate your concern to the Australian Financial Complaints Authority (AFCA) – a free and independent service.
AFCA contact details:
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
We take your concerns seriously and appreciate the opportunity to resolve any issues you may have.