At Liberty we actually care about our customers. So if you’re not happy with our service or have a suggestion for how we can do things better, we want to hear from you.
Give us a call
You can call us on 13 11 33 Monday to Friday, 8.30am – 5.30pm (AEST).
Making a complaint
When you make a complaint to us we will take time to understand the issues, and do everything that we can to fix them. In most cases we can resolve the issues on the spot but, if this isn’t possible, we will acknowledge your complaint in writing and let you know how long we expect it will take to provide you with our response.
Dispute resolution
If you’re not satisfied with the steps we take to resolve your issue or complaint, or with the result of our investigation, then you can raise your concern with the relevant external dispute resolution service. Of course, as you’re a valued customer, we would prefer to resolve the issue together first and in fact, the relevant Ombudsman will require you to first provide us with the opportunity to address your concern.
For unresolved complaints about loan products, you can contact:
Credit Ombudsman Service Limited
Phone: 1800 138 422
Website: www.cosl.com.au
For unresolved complaints about investment products, you can contact:
Financial Ombudsman Service
Phone: 1300 78 08 08
Website: www.fos.org.au
