You may notice we have a new name! Don’t worry – nothing else has changed. See more info here.

We'd love to hear from you

Contact us

1300 889 338


Monday to Friday

8.30am - 5pm

Email us

[email protected]


The Heartland Reverse Mortgage team will get back to you within
one business day. You can also email us and request a video call.


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

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Internal Dispute Resolution Procedure

What can you do if you have a complaint?

If you have a complaint, please contact our Customer Care Team on 1300 889 338 between 9am and 5pm Monday to Friday, email [email protected], or write to us at PO Box 18134, Collins Street East, Melbourne VIC 8003. Our team will either deal with the matter directly or refer the matter to the appropriate person.

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

Find us

Post:

PO Box 18134,
Collins Street East,
VIC 8003


Office:

Level 7/ 63 Exhibition street,
Melbourne,
VIC 3000

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