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Complaints Policy

MyCash Online goes to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where you may be dissatisfied with our service. If you have a dispute or complaint, the following steps or avenues for resolution are available to you.

Step 1

You can raise a complaint by contacting our office by;

Step 2

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. The maximum time-frame in which to provide a response to you is 45 days.

Step 3

If you’re still concerned with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). Just a heads up that if you contact AFCA before your complaint has been reviewed by our internal dispute resolution team, they will refer you back to us. You can contact the AFCA by phone (1800 931 678), via their website ( or write to them at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Before you accept your loan offer, please ensure you read the loan contract carefully and understand full details of the loan. If in any doubt, you should obtain independent legal and financial advice before you enter the loan contract.

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