Feedback & Complaints

Privacy Policy

How To Provide Feedback And Complaints

Handout is dedicated to making sure our loans and service meet your expectations. We value the feedback you have regarding how we're performing.
If our service doesn't meet your expectations, and you feel we need to work on something, please also get in touch - we're always improving thanks to the feedback we receive.

How To Get In Touch With Us
Resolving Complaints

We do our best to resolve your complaint on the spot, but sometimes that may not be possible. Here are a couple of steps to follow towards resolving an issue:

  • Get in touch with one of our Customer Care members to help resolve your complaint. We aim to resolve complaints as quickly as possible.
  • If you're not satisfied with the resolution you get from our customer care team, you can have your complaint independently reviewed by Handout's Internal Disputes Resolution (IDR) team.

If you're still concerned with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). Just a heads up that if you contact AFCA before your complaint has been reviewed by our internal dispute resolution team, they will refer you back to us. You can contact AFCA by phone (1300 56 55 62), via their website 

Or write to them at:
Australian Financial Complaints Authority
GPO Box 3
VIC 3001