NRMA Home Loans complaints & resolutions

What to do if you have a complaint

We always aim to meet your expectations but we understand that sometimes we might fall short of this and you would like to provide us with feedback.

We will always try to resolve your complaint on the spot, but where this is not possible we aim to resolve your complaint within 5 business days. In the event we’re unable to resolve your complaint within that timeframe, we will stay in touch with you to provide updates on the progress of your complaint investigation.

For complaints or feedback about NRMA Home Loans

If you want to provide us with feedback, then please let us know what has occurred.

You can:

  • Call our NRMA Home Loans Customer Service team on 1300 247 020
    Overseas callers: +61 2 9191 5806
    • Option 1: Help with Home Loans Application (Pre-settlement)
    • Option 2: Help with Home Loans Documents (Pre-settlement)
    • Option 3: Help with Existing Home Loan (Post-settlement)
    • Option 4: All other enquiries (Pre-settlement)
  • Email us at: mysolutions@nrmahomeloans.com.au
  • Write to us at: GPO Box 1048, Adelaide SA 5001

The information we’ll need

To assist our teams with their investigation, the following information should be included, if available:

  • Your name and preferred contact details
  • The product or service the feedback/complaint relates to
  • A summary of your feedback/complaint
  • What you would like to happen next and/or the outcome you are looking to achieve
  • Any details regarding who you have spoken with already (if applicable) to attempt to resolve this matter

Important note: Please do not put any personal information in your message other than the items listed above (for example, please do not include account numbers, date of birth, mother’s maiden name, etc.).

We’ll let you know if we need more information, and give you updates on the progress of your complaint.

Do you need assistance to make a complaint?

If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service (NRS). The NRS can be contacted on 1300 555 727.

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 13 14 50.

You can also authorise someone to lodge or handle your complaint on your behalf. This may be a family member or friend, a financial counsellor or a legal representative. You’ll need to give appropriate authority for your representative to liaise with us. Once this authority is in place, we’ll work with your representative to resolve your complaint.

Unhappy with the outcome of your complaint or how we handled it?

If you're unhappy with the outcome of your complaint or how we have handled it, you can contact the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services dispute resolution that is free for consumers.

To contact AFCA:

Check the AFCA website to see if any time limit applies to your complaint.

Things you should know

Bendigo and Adelaide Bank Limited (ABN 11 068 049 178, AFSL and Australian Credit Licence 237879) (“Bendigo”) is the credit provider for NRMA Home Loans. Credit services are provided by Tiimely Pty Ltd (ABN 41 605 696 544 and Australian Credit Licence 496431) (“Tiimely”). Insurance Australia Limited (ABN 11 000 016 722) (“IAL”) is a member of AFCA and does not hold an ACL. IAL may receive a commission from Bendigo and pay a commission to Tiimely if your loan application is approved.