How this lending option works
If something has not met your expectations, tell us what happened and the outcome you are seeking. A clear written complaint helps us identify the relevant file, investigate efficiently and respond to the issue rather than asking you to repeat information.
- Explain what happened and the outcome you seek
- We will acknowledge and investigate the complaint
- External dispute-resolution information is available if required
How to make a complaint
Email lending@byrons.com.au or call (02) 8377 9006. Include your name, contact details, the relevant application or service, what occurred, key dates, supporting documents and the resolution you would like us to consider. Mark the email as a complaint so it can be handled appropriately.
What happens next
We will acknowledge the complaint, review the file and relevant communications, obtain any additional information required and provide a written response. If more time is needed, we will explain the reason and the expected next step.
External dispute resolution
If the complaint is not resolved to your satisfaction, you may be entitled to contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute-resolution service. AFCA can be contacted at afca.org.au or on 1800 931 678. Applicable eligibility and time limits are determined by AFCA.
Common questions
Does making a complaint affect my loan application?
A complaint should be handled on its merits. If an application is still active, tell us about any urgent contract, finance or settlement deadline so operational steps can be managed separately.
What evidence should I include?
Include relevant emails, documents, dates, names and a concise explanation of the impact. Do not send passwords or unnecessary sensitive information.
Can someone complain on my behalf?
Yes, subject to appropriate authority and privacy verification. We may need your written consent before discussing the matter with a representative.
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Prefer to speak now? (02) 8377 9006