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Feedback and complaints

At RAMS we welcome your suggestions, compliments and complaints as an opportunity to improve our service.

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 in the moment if we can or within 5 business days. If we are unable to resolve your concern at your first point of contact, we will let you know and will then refer your 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.  Your complaint will be reviewed in line with our FAIRGO principles.

Adrian Ahern is your Customer Advocate whose role is to advise and guide our complaint team on how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.

Our public complaints policy

Our public complaints policy explains: 

  • how you may lodge a complaint;
  • the options available to assist customers who may need additional assistance to lodge a complaint;
  • our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
  • response timeframes; and
  • details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved. 

Feedback and Complaints

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.

Customers with accessibility requirements

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

Our complaints process - easy English guide

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:  

  • Read this book 
  • Understand what this book is about  
  • Find more information  

There are a few easy ways to share feedback, you can choose the one that suits you best.

Plain language translation guide - how to make a complaint

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;


Chinese (Simplified) 

Chinese (Traditional) 








Our complaints process - with Auslan interpreter




Our complaints process - with captions




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 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