Complaints Policy

What is a complaint?

A complaint is an expression of dissatisfaction made to us, related to our products, services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Who do you contact if you have a customer complaint?

Savings.com.au welcomes all feedback from all our customers. If you have a concern that can't be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact Savings.com.au:

Email: complaints@savings.com.au

Postal address: GPO Box 7001 Brisbane, QLD 4001

What is our process in dealing with complaints?

Savings.com.au has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within the following timeframes:

General complaints	30 days after receiving the complaint
Credit-related complaints relating to default notices, hardship requests or enforcement proceedings	21 days after receiving the complaint

Our complaints handling process is in accordance with ASIC's Regulatory Guide 271, ensuring that we investigate, assess, and resolve complaints promptly and fairly.

Our IDR process is detailed below.

Acknowledgement of your complaint

We aim to acknowledge receipt of your complaint within 24 hours (or 1 business day).

Referral

When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation. Our aim is to resolve your complaint as quickly as possible.

Assessing and Investigation

The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. We will explore resolution options as a matter of priority as part of this process. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment.

Response

Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that's by post, email (if submitted via our website), or telephone. This is known as an internal dispute resolution (IDR) response.

The IDR response is a written response informing you of the following:

The final outcome of your complaint

Your right to escalate your complaint to the Australian Complaints Authority (AFCA) if you are not satisfied with our IDR response

The contact details of AFCA.

Please note, that if we resolve your complaint to your satisfaction or give you an explanation and/or apology when we can take no further action to reasonably address your complaint within the end of the fifth business day after receiving your complaint, we will not provide you with an IDR response.

If your complaint is resolved and closed by the end of the fifth business day and you require a written IDR response, we will attend to doing so.

If you aren't satisfied with our final response to your complaint, you have the option to contact the external dispute resolution scheme, Australian Financial Complaints Authority (AFCA) with your concerns.

Before you contact AFCA, you must give Savings.com.au the opportunity to investigate and respond to your complaint. You can contact the Australian Financial Complaints Authority at www.afca.org.au or on 1800 931 678 or email info@afca.org.au.

Customers that might need extra help and support

At Savings.com.au, we consider complaints as a valuable opportunity to enhance our customer service to you and strive to improve our products and services. In doing so, we offer additional support to our customers when they are experiencing unexpected events and other vulnerabilities, such as domestic or family violence, financial abuse and/or exposure to events such as natural disasters, floods and fire.

Additional Assistance

If you require additional assistance, such as an interpreter or have any special requirements, please advise us so we can support you further.

The entire market was not considered in selecting the above products. Rather, a cut-down portion of the market has been considered. Some providers' products may not be available in all states. To be considered, the product and rate must be clearly published on the product provider's web site. Savings.com.au, yourmortgage.com.au, yourinvestmentpropertymag.com.au, and Performance Drive are part of the InfoChoice Group. In the interests of full disclosure, the InfoChoice Group are associated with the Firstmac Group. Read about how InfoChoice Group manages potential conflicts of interest, along how we get paid.

Savings.com.au Pty Ltd ACN 161 358 363 operates as an Australian Financial Services Licensee and an Australian Credit Licensee Number 515843. Savings.com.au is a general information provider and in giving you general product information, Savings.com.au is not making any suggestion or recommendation about any particular product and all market products may not be considered. If you decide to apply for a credit product listed on Savings.com.au, you will deal directly with a credit provider, and not with Savings.com.au. Rates and product information should be confirmed with the relevant credit provider. For more information, read Savings.com.au's Financial Services and Credit Guide (FSCG). The information provided constitutes information which is general in nature and has not taken into account any of your personal objectives, financial situation, or needs. Savings.com.au may receive a fee for products displayed.

Explore the InfoChoice Group network: InfoChoice · Your Mortgage · Your Investment Property · Performance Drive

Our company, Savings.com.au, has obtained accreditation as a data recipient for the Consumer Data Right (CDR). You can view our CDR policy by clicking on this link.

Important information

Savings.com.au provides general information and comparison services to help you make informed financial decisions. We do not cover every product or provider in the market. Our service is free to you because we receive compensation from product providers for sponsored placements, advertisements, and referrals. Importantly, these commercial relationships do not influence our editorial integrity.

For more detailed information, please refer to our How We Get Paid, Managing Conflicts of Interest, and Editorial Guidelines pages.

Editorial Integrity

At Savings.com.au, we are passionate about helping Australians make informed financial decisions. Our dedicated editorial team works tirelessly to provide you with accurate, relevant, and unbiased information. We pride ourselves on maintaining a strict separation between our editorial and commercial teams, ensuring that the content you read is based purely on merit and not influenced by commercial interests.

Learn more about our commitment to editorial integrity in our Editorial Guidelines.

Advertiser Disclosure

Our service is free for you, thanks to support from our partners through sponsored placements, ads, and referrals. We earn compensation by promoting products, referring you, or when you click on a product link. You might also see ads in emails, sponsored content, or directly on our site.

For more details, see How We Get Paid.

Product Coverage and Sort Order

We strive to cover a broad range of products, providers, and services; however, we do not cover the entire market. Products in our comparison tables are sorted based on various factors, including product features, interest rates, fees, popularity, and commercial arrangements.

Some products will be marked as promoted, featured or sponsored and may appear prominently in the tables regardless of their attributes.

Additionally, certain products may present forms designed to refer you to associated companies (e.g. our mortgage broker partner) who may be able to assist you with products from the brand you selected. We may receive a fee for this referral.

You can customise your search using our sorting and filtering tools to prioritise what matters most to you, although we do not compare all features and some results associated with commercial arrangements may still appear.

For more details, visit How We Get Paid and Managing Conflicts of Interest.

Comparison Rate Warning and Base Criteria

For home loans, the base criteria include a $400,000 loan amount over 30 years. For car loans, the base criteria include a $30,000 loan over 5 years. For personal loans, the base criteria include a $20,000 loan over 5 years. These rates are only examples and may not include all fees and charges.

*The Comparison rate is based on a $150,000 loan over 25 years. Warning: this comparison rate is true only for this example and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate.

Monthly Repayment Figures

Monthly repayment figures are estimates that exclude fees. These estimates are based on the advertised rates for the specified term and loan amount. Actual repayments will depend on your circumstances and interest rate changes.

Monthly repayments, once the base criteria are altered by the user, will be based on the selected products’ advertised rates and determined by the loan amount, repayment type, loan term and LVR as input by the user/you.

Related Brands

Savings.com.au is proudly part of the InfoChoice Group, which includes InfoChoice.com.au, YourMortgage.com.au, YourInvestmentPropertyMag.com.au, and PerformanceDrive.com.au. The InfoChoice Group is associated with the Firstmac Group.

We may include products and services from loans.com.au, CarLoans.com.au, OnlineAuto.com.au, and YourMortgageBroker Pty Ltd, all associated with the Firstmac Group. Importantly, these brands are treated like any other commercial partner.

Learn more about how we manage conflicts of interest.

General Advice Disclosure

The information provided by Savings.com.au is general in nature and does not take into account your personal objectives, financial situation, or needs. We recommend seeking independent financial advice before making any financial decisions. Before acquiring any financial product, obtain and read the relevant Product Disclosure Statement (PDS), Target Market Determination (TMD), and any other offer documents.

Rates and product information should be confirmed with the relevant credit provider. For more information, read Savings.com.au’s Financial Services and Credit Guide (FSCG).