Complaints

NerdWallet is committed to ensuring that it resolves all complaints in a fair and timely manner.

You can lodge a complaint in the following ways:

Wherever possible, we recommend lodging your complaint via email, as this will assist us in responding to you in the fastest way possible.

When you make a complaint to NerdWallet Australia, we will generally follow the below steps:

• We will aim to acknowledge your complaint within 24 hours or one business day of receipt.
• We will review and consider your complaint and the reasons for it and conduct further investigations where necessary.
• We will aim to resolve your complaint as soon as possible and at the latest within 30 days.
• We will let you know our decision and provide you with an explanation for how we arrived at our decision.
• If you are unhappy with our decision or we have not resolved your complaint within 30 days, you may seek an external review of your complaint with the Australian Financial Complaints Authority.

When you make a complaint, you should provide us with enough information to adequately consider and assess your complaint.

You should also provide us with your name and contact details so that we can respond to your complaint.

In some cases, we may ask you for more information so that we can adequately consider and resolve your complaint.

If you have a complaint about a financial product or credit product that you have acquired through a link on our website, you should contact the product issuer or credit provider.  The documents they have provided to you, or their website, will have details of how to lodge a complaint with them.

If you need assistance making a complaint, please let us know and we will endeavor to assist you wherever possible. We are inclusive and diverse and seek to ensure that all our customers are treated fairly and equitably and have access to our complaints process.

You may also nominate representatives to assist you manage your complaint, such as financial counsellors, family, friends, interpreters or legal representatives.

We hope to resolve all our customer’s concerns or complaints to their satisfaction. However, if you are not satisfied with our response, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA’s contact details are: