Complaints Policy


At Get My Refund we want to give our customers the best experience, so if you’re unsatisfied in any way we’d like you to tell us about it.

We’ll take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also and provide us with reasonable assistance during the process.


Please talk to us! Many complaints can be resolved quickly so please email our customer service team at

If you are not satisfied with the handling of your complaint by the Get My Refund customer service team, you can also contact the Get My Refund Complaints Manager using the below details:

Email: customercare@

Post: Complaints Manager, Get My Refund Po Box 1623 Lane cove 2066


1.  We would ask you to collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation; then get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy. You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint. If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or financial counsellor.

2.  We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away.

3.  We will gather and considers all facts and circumstances necessary to objectively consider and resolve your complaint taking into account what we believe to be fair and reasonable, our legal obligations, and good industry practice.

4.  We will advise you of our actions taken to resolve the complaint and seek confirmation of your satisfaction with the outcome. Where we feel we are unable to take any further action to address your complaint we will provide you with an explanation of our reasons.


We will acknowledge your complaint within one business day of receiving it, or as soon as is practical.

We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.

Some complaints require more investigation. If this happens with your complaint, we’ll give you a written response within 30 calendar days of receiving your complaint. We’ll also keep you informed of our progress.

If we can’t resolve your complaint within 30 calendar days, we will get in touch to explain why and let you know how to contact the Australian Financial Complaints Authority (AFCA).


As a financial services business, we’re required to be a member of the Australian Financial Complaints Authority (AFCA), which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.

Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC  3001
Phone: 1800 931 678

If your complaint is about privacy, you should contact The Office of the Australian Information Commissioner.

Office of the Australian Information Commissioner:
GPO Box 5218
Sydney NSW  2001
Phone: 1300 363 992

*  A refund means the amount that may be paid back to you by the relevant bank or insurance company or through the Australian Financial Complaints Authority (AFCA) process. If we are not able to get a refund for you, you will not pay us anything as we operate a ‘No refund no fee’ model. If we do get a refund for you, we will be entitled to 30% of the refund amount plus GST as payment of our fees.

^ Get My Refund performs consumer remediation services on your behalf where you may be entitled to a refund for products that were improperly sold to you or where you have been charged fees and not been provided with services. We do not provide legal advice.

What will you do with your refund?

We specialise in reclaiming money for consumers by investigating your individual situation to get back what you are owed if you were mis-sold, even if your loan is still current or has been paid out already.

Get My Refund