• 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. 

    Making a suggestion

    If you have any suggestions you feel will enable us to provide you with better products and services, please let us know.

    Making a compliment

    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.

    Making a complaint

    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.

    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.

    Contact us

    Over the phone:  Please call us from anywhere in Australia on 13 RAMS, that's 13 7267 

    Using the feedback form below 

    First name:
       
    Last name:
       
    Suburb:
       
    Postcode:       
       
    Phone:       
       
    Email:  
       
    Feedback or complaint    


    By submitting this form you acknowledge that you have read and accept the privacy statement below.

    Privacy Statement:  The personal information we collect from you on this form will be used to respond to your query, providing you with information about the products and services we offer.  We may disclose your personal information to RAMS franchisees, other members of the Westpac Group, anyone we engage to do something on our behalf, and other organisations that assist us with our business.  Our privacy policy, available at rams.com.au or by calling 137267, contains information about how we handle your personal information.

    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 Ltd
    Locked Bag 5001
    Concord West, NSW 2138
    Australia

    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.

    Customer Advocate

    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 an 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:

    customeradvocate@westpac.com.au

    Customer Advocate
    Reply Paid 5265
    Sydney NSW 2001

    Please include the following information in your correspondence to the Customer Advocate: 

    • Your customer number and complaint reference number
    • Your preferred contact details
    • A brief description of your complaint 

    External Scheme

    The External Schemes 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.

    The contact details for the External Scheme is set out below.

    You may lodge your complaint with the Australian Financial Complaints Authority:

    Online: 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

    Other alternatives

    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