Your complaint will be reviewed in line with our FAIRGO principles
If you prefer to mail:
RAMS Financial Group Pty Ltd
Locked Bag 5001
Concord West, NSW 2138
If you are in a RAMS Home Loan Centre, you can tell us in person.
We take seriously our commitment to provide accessible services for our customers.
For customers who are Deaf or have a hearing impairment, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.
There are a few easy ways to share feedback, and you can choose the one that suits you best.
For information on all our accessible options, please go to Access and Inclusion.
Download our easy English guide - This document is translated into easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain.
If you need to, you can get someone to help you:
There are a few easy ways to share feedback, you can choose the one that suits you best.
This guide is to help customers who don’t speak English as their first language and wish to make a complaint. This guide explains how to make a complaint, what we will do to fix the problem and how long you can expect the process to take. The guide is available in the following languages;
If you are still unhappy
If you are not satisfied with our response or handling of your complaint, you can contact Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is not part of RAMS. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.
The contact details for AFCA are set out below.
Australian Financial Complaints Authority:
Phone: 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