If something has gone wrong, we want to hear about it and put it right.
How to complain#
Email hello@finsplore.io, and put "Privacy" in the subject line if it is about your personal information. Tell us:
- what happened and when;
- the email address on your Finsplore account, if you have one;
- what you would like us to do.
You can also use the in-app feedback option. We will never ask for your password or bank login details.
What we do#
- Acknowledge your complaint, with the name of the person handling it.
- Look into it, and ask you for more information if we need it.
- Respond in writing within 30 days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect an answer.
Complaints are free, and making one will not affect your account.
If you are not satisfied#
- Privacy: you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. The OAIC usually expects you to have complained to us first.
- Consumer issues: you can contact Consumer Affairs Victoria (consumer.vic.gov.au), the consumer protection agency in your state or territory, or the ACCC (accc.gov.au).
Nothing on this page limits your rights under the Australian Consumer Law or any other law.
Help making a complaint#
If you need help, you can ask someone you trust to contact us for you. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service (accesshub.gov.au).
Questions about this page? Email hello@finsplore.io.