We'd love to hear from you

Please select a business unit you’d like to get in contact with. One of our team will get in touch with you directly in regards to your enquiry.

Reverse Mortgages & Well-Life Loans
Phone
1300 889 338
Email
[email protected]
Opening hours
Monday to Friday, 8.30am - 5.00pm (AEDT)
Address
Level 7, 63 Exhibition street, Melbourne, VIC 3000
PO Box 18134, Collins Street East, Vic 8003

Compliments, complaints and feedback

One of our team will get in touch with you directly in regards to your enquiry.

If you have anything you would like us to know, or a complaint that you would like to make, regarding our product or service please do not hesitate to contact us.

See our internal dispute resolution procedure


Internal Dispute Resolution Procedure
Collapse

What can you do if you have a complaint?

If you have a complaint, please either fill out the form or contact us using one of the other methods listed above.

Heartland aims to resolve most issues within five working days. However, depending on the complexity of the matter, your complaint may take longer to resolve. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response, you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Head of Operations, Risk and Compliance, at [email protected].

If you are not satisfied, you may also wish to contact the Australian Financial Complaints Authority (AFCA) who acts as our external dispute resolution scheme provider. AFCA is an impartial, independent and free dispute resolution service. However, you must have first given us the opportunity to review your complaint. AFCA may be contacted as follows:

Australian Financial Complaints Authority

Postal: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: [email protected]
Web: www.afca.org.au

Open for Business
Phone
1300 791 772
Email
[email protected]
Opening hours
Monday to Friday, 7.00am - 3.00pm (AEDT)

Compliments, complaints, questions and feedback

One of our team will get in touch with you directly in regards to your enquiry.

See our internal dispute resolution procedure


Internal Dispute Resolution Procedure
Collapse

If you have a complaint, please either fill out the form or contact us using one of the other methods listed above.

Heartland aims to resolve most issues within five working days where possible. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response, you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Complaints Officer at [email protected].

Brokers
Phone
1300 662 865
Email
[email protected]
Opening hours
Monday to Friday, 8.30am - 5.00pm (AEDT)
Address
Level 7, 63 Exhibition street, Melbourne, VIC 3000
PO Box 18134, Collins Street East, Vic 8003

Compliments, complaints, questions and feedback

One of our team will get in touch with you directly in regards to your enquiry.