Tell us what went wrong.

Email complaints@cashlift.com.au, or write to CashLift Pty Ltd, Attn: Complaints, Level 30, 1 Farrer Place, Sydney NSW 2000. There is no fee to make a complaint. You can also call 1800 868 609. Answered by our virtual assistant, who can answer general questions and take a message. Calls are recorded, with your consent.

Tell us what happened, the outcome you are seeking and how you would like us to reply. Include a relevant application or loan reference only if one exists. Do not email bank login credentials. Someone you authorise can help you complain; we may need to confirm their authority and your identity.

We will consider the concern and any information needed to understand it, then explain the response and any available next steps. We may need to ask you for further information. A response is different from a guarantee that the requested outcome will be agreed.

For credit-related complaints, ASIC’s RG 271 expects firms to acknowledge complaints within 24 hours or one business day, or as soon as practicable. Standard complaints generally require an IDR response within 30 calendar days; exceptions and different timeframes apply, including certain credit complaints.

Hardship notices and some urgent credit matters have their own timing rules. Read our hardship information and ASIC’s internal dispute resolution guidance. These explanations do not extend a statutory deadline or require you to wait where you are entitled to escalate sooner.

For an eligible financial complaint, the Australian Financial Complaints Authority (AFCA) is a free, independent service. Contact 1800 931 678 or info@afca.org.au to ask about eligibility, the relevant firm and applicable time limits. Different rules can apply to different disputes.

CashLift is preparing to launch. AFCA can explain whether it can consider your complaint and which firm is responsible. You may contact AFCA or another relevant body to ask about your options.

For a concern about personal information, email privacy@cashlift.com.au. See our Privacy Policy for access, correction and complaint information.

The Office of the Australian Information Commissioner (OAIC) explains whether it can handle a privacy complaint and the steps to take first. A privacy issue within a financial dispute may also fall within AFCA’s rules; ask the relevant body rather than assuming every issue has the same route.

The National Debt Helpline provides free financial counselling on 1800 007 007. You can also ask a state or territory legal assistance service about eligibility for help. You do not need to pay an intermediary to contact CashLift, AFCA or the OAIC.