Feedback and complaints
At RAMS we welcome your suggestions, compliments and complaints as an opportunity to improve our service, provide feedback to our staff and put things right when we have let you down.
If you are looking to report a hoax or scam. This will direct you to the Westpac Group web page.
If you have any suggestions you feel will enable us to provide you with better products and services, please let us know.
There is nothing so encouraging as a well-earned compliment. So if you have received exceptional service from RAMS please let us know so that we can pass on the compliment.
If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.
Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Service Solutions team.
If you log a complaint with RAMS you will receive our commitment brochure which will let you know what to expect throughout the complaints process.
Our Service Solutions Team are here to help and will ensure that you're regularly updated about the progress we are making to resolve your complaint. Your complaint will be reviewed in line with our fairgo principles.
Over the phone: Please call us from anywhere in Australia on 13 RAMS, that's 13 7267
Using the feedback form below
By submitting this form you acknowledge that you have read and accept the privacy statement below.
We respect your privacy: If you do not wish to receive any further marketing communication from us, please notify us by writing to RAMS Privacy Officer, Locked Bag 5001, Concord West, NSW 2138, or call us on 13 7267 or visit a RAMS Home Loan Centre.
If you prefer to mail:
RAMS Financial Group Pty LtdLocked Bag 5001Concord West, NSW 2138Australia
If you are in a RAMS Home Loan Centre, you can tell us in person.
If you are still unhappy
If you are not satisfied with our response or handling of your complaint, you can contact the Westpac Group Customer Advocate (Customer Advocate) or the external dispute resolution scheme (External Scheme). Time limits apply to complain to the External Scheme. Please refer to the External Scheme’s website set out below for details.
The role of the Customer Advocate is to provide an independent review of the outcome of your complaint. The Customer Advocate operates separately from our day to day business areas and its recommendations are binding on RAMS. If you choose to contact the Customer Advocate first, you can still refer your complaint to the External Scheme if you remain dissatisfied. The Customer Advocate will advise you of the kinds of complaints they can help with. Find out more (and how to contact) your Customer Advocate.
The Westpac Group Customer Advocate can be contacted by email or mail:
Customer AdvocateGPO Box 1Sydney NSW 2000
Please include the following information in your correspondence to the Customer Advocate:
The External Scheme is not part of RAMS. It provides a free and independent service to resolve complaints by consumers and small businesses about financial firms, where that complaint falls within the External Scheme’s terms of reference. From 1 July 2019 and for a 12-month period, AFCA will review eligible complaints dating back to the start of 2008.
You may lodge your complaint with the External Scheme. Their contact details are set out below:
Australian Financial Complaints Authority
Online: www.afca.org.au Email: firstname.lastname@example.orgPhone: 1800 931 678 (free call)Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Other options may be available to you. You may wish to get legal advice from your community legal centre or Legal Aid.
You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au
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