A Guide to Dynamoney’s Complaint Handling Process

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Dynamoney Limited ACN 613 082 698, Australian Credit Licence number 521900 and its related bodies corporate including but not limited to A.C.N 603 273 365 Pty Ltd (referred to in this document as (Dynamoney, we, us, our) values your feedback. We’re always pleased to hear when you are happy with our services. However, we also recognise that we may not always get everything right. If you’re ever dissatisfied with any of our services, we encourage you to get in touch with us.

Lodging a complaint

You can lodge a complaint:

• Email: clientservices@dynamoney.com
• Mail: Dynamoney Limited, Level 5, 88 Phillip Street, Sydney, NSW 2000
• Phone: 1300 001 420

Resolving complaints

Once we receive a complaint, we will try to handle it immediately. However, if this is not possible, the person who has been appointed to handle the resolution of your complaint will contact you no later than the end of the business day following receipt of your complaint.

The person handling your complaint will then investigate the complaint, and in some cases may ask you to provide additional information.

How long will it take?

Dynamoney will try to resolve your complaint within five calendar days, however, sometimes we may not be able to do this.

If we’re unable to resolve your complaint within five calendar days, we make every effort to resolve your complaint within
30 days – unless your complaint relates to a ‘Hardship Request’, ‘Postponement of Enforcement Proceedings’ or ‘Default
Notice’ under the National Consumer Credit Protection Act (NCCP), in which case, we will aim to resolve your complaint within 21 days.

In limited circumstances we may not be able to provide you with our response to your complaint within the above timelines. In these cases, we will write to you to tell you the reasons for the delay, advise you of the progress of our investigations, and give you information about your rights.

How will Dynamoney notify me of the outcome?

Dynamoney will contact you by email (and by phone if that is indicated by you as your preferred method of correspondence).

If our response to your complaint is not in your favour, we will also write to you to explain the reasons for our decision and provide you with information about your rights.

What if I’m not satisfied with the outcome?

Dynamoney is a member of the Australian Financial Complaints Authority (AFCA).

If you are an individual or a ‘small business’ (i.e. you employ less than 100 employees) (Eligible Customer)
you can refer your complaint to AFCA. AFCA is an independent dispute resolution service that is provided to Eligible
Customers free of charge.

Once a complaint has been made to AFCA, they will contact Dynamoney directly to begin investigations.