Feedback & complaints

At Elders Finance we go to great lengths to ensure your satisfaction with our services and offerings. Hopefully you'll be really happy with your experience. We'd love to hear from you!

There may be times however, where you feel dissatisfied with the outcomes of our consultation process, or the services received. Whether you want to give praise or lodge a complaint, we’ve set out the process below.

If you have feedback about a product or service, we encourage you to speak with the team member who assisted you first. Alternatively, you can lodge any suggestions, concerns or compliments using the options below:

Phone or visit your local Elders branch
Send us an email: FinancialServices@elders.com.au
Write to us: Elders Finance, GPO Box 551, Adelaide SA 5001
Submit feedback using our form below.

How long will it take?

If you bring an issue to our attention, we’ll work to resolve it as quickly as possible. We will acknowledge (and where possible, address) your complaint within 24 hours or one business day of receipt.

In most cases, we aim to have a resolution within five business days. If it takes longer than five business days, we’ll keep you updated every step of the way. Our goal is to respond within 30 calendar days, though some complaints may take up to 45 days to fully review. We may ask you for supporting documentation.

Elders Finance works with more than 60 lenders for our personal and commercial lending products.
If your issue relates to product or services offered by them, we may refer your issue to them to respond to. We may ask you to put your concerns in writing.

Special information for Elders Finance banking product clients

If you have a complaint about an Elders Finance product issued by Auswide Bank, please contact Elders Finance as described above in the first instance.
If you are not satisfied with the outcome of a complaint, you can request for your complaint to be escalated to a Senior Manager at Auswide Bank who will review your complaint outcome.

Phone: 1300 729 380
Email: complaints@auswidebank.com.au, addressed to the Senior Manager
Write to us: Senior Manager Complaint Review, GPO Box 444, Brisbane QLD 4000.

You can also request for your complaint to be escalated to the Auswide Bank Customer Advocate. The Customer Advocate while not independent, is impartial and focuses on achieving a fair outcome for our customers. The Customer Advocate will review your complaint outcome to make sure that your complaint was handled fairly.

Phone: 1300 138 831
Email: customeradvocate@auswidebank.com.au
Write to us: Customer Advocate, GPO BOX 444, Brisbane, QLD 4000

If you're not satisfied with the outcome or how your complaint was handled, you can refer it to an External Dispute Resolution provider, which varies depending on the type of product.

Submit your feedback now

Use this form to submit your feedback and give us a brief outline of your complaint or compliment. We'll then contact you within one business day of receipt.

First name

Last name

Your email address

Phone number

Preferred contact method Phone Email

Your Elders account or reference number

Compliment, complaint or suggestion?

Please select the product type from the categories below, then from the dropdown list, the particular product.

Home, personal or investment loan

Business loan

Savings, Transaction or Deposit Accounts

Agribusiness Finance

Name of staff member or broker

Additional information

Thank you for taking the time to contact us. By hitting submit, you consent to being contact by an Elders Finance representative.

External Dispute Resolution

We are committed to resolving all issues or complaints reasonable timeframe. If you're not satisfied with our response or feel your complaint hasn't been resolved, you can refer it to an external dispute resolution body. Elders is a member of the Australian Financial Complaints Authority (AFCA), the dispute resolution service for financial services.

This is a free service, which provides an independent service to help resolve complaints that we haven’t been able to resolve together. You can contact AFCA by:

Submitting your complaint online via their website
Email: info@afca.org.au
Phone: 1800 931 678 (Monday to Frdayi: 9:00am to 5.00pm AEST/AEDT)
Writing to: AFCA Service Complaints, Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

If your complaint is in regard to the way we have handled your Privacy, please refer to the Elders Privacy Policy.

Disclaimer: This information has been prepared without taking into account your personal circumstances, objectives, financial situation or needs. All information is subject to change. Download and read the Elders Financial Services Guide.