We'd love to hear from you
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.
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:
PO Box 18134,
Collins Street East,
Level 7/ 63 Exhibition street,