How do I make a complaint?
We’re sorry if you’re not happy. It’s easy to file a complaint and the process is completely free.
Simply fill out this complaint form:
https://intercom.help/laybuy-help/en/articles/7940892-how-can-i-make-a-complaint
When will you hear back?
First 24 hours: We’ll let you know we’ve received your complaint.
Within 5 days: We’ll aim to resolve your complaint to your satisfaction. Or we may give you an explanation or apology if we can’t take further action.
Within 10 days: If the complaint isn’t resolved straight away we’ll update you with an initial written response.
Within 21 days: We’ll update you if the issue is to do with hardship, default notices or postponement of enforcement proceedings (provided sufficient information is provided to us).
Within 30 days: If it was a general complaint we’ll provide you with a formal written response, by no later than 30 days.
What if you’re not satisfied with our final decision?
You can refer the matter to our independent External Dispute Resolution Scheme.
Contact: Australian Financial Complaints Authority (AFCA):
- Email: info@afca.org.au
- Telephone: 1800 931 678 (free call)
- Website: www.afca.org.au
- Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
External dispute resolution is a free, independent service for resolving specific complaints about your financial services provider.