If something has gone wrong, tell us
We would rather hear about a problem than not. If you are unhappy with anything about our service, let us know and we will look into it properly.
It costs you nothing to complain, and it will not affect how we treat you or your account.
How to make a complaint
Whichever is easiest for you:
- In the PayAngel app
- Email: complaints.au@payangel.com
- Post: 60 Martin Place, Sydney NSW 2000, Australia
[TBD — Jones / Daniela] Telephone number and the hours it is answered, with the time zone. No Australian number exists in any source — the UK and US numbers must not appear on an Australian page.
It helps us if you can tell us your name and how to reach you, what happened and what you would like us to do about it, and anything else you think we should see — a screenshot, a reference number, a date. But do not wait until you have all of that. Tell us now and we will ask if we need more.
Someone else can complain for you. We will just need your written confirmation that you have asked them to act for you.
What happens next
- Within 1 business day
- We confirm we have your complaint and tell you who is looking after it.
- While we investigate
- We keep you updated. If it is going to take longer than we expected, we tell you before the date we gave you, not after.
- Within 30 days
- We give you our final answer in writing — what we found, why, and what we will do.
Sometimes we cannot tell you why
There are decisions we are not allowed by law to explain — this can happen where a transfer is stopped or an account is closed. If that applies to your complaint we will tell you the outcome and tell you plainly that we cannot give you the reasons. We would rather say that than give you an answer that is not the real one.
We are not a member of an ombudsman scheme
Some financial businesses in Australia belong to the Australian Financial Complaints Authority. PayAngel does not, and is not required to. We think you should know that before you complain rather than after.
It means our own process is the one that matters, and we take it seriously for that reason. It also means that if you are still not satisfied after our final answer, these are the options open to you:
- If your complaint is about how we handled your personal information, you can take it to the Office of the Australian Information Commissioner — www.oaic.gov.au, 1300 363 992. You can go to them if you are unhappy with our answer, or if we have not answered you within 30 days.
- You can report misconduct to ASIC at www.asic.gov.au. ASIC does not resolve individual complaints or award compensation, but it does use reports to decide where to look.
- You can contact the consumer affairs or fair trading office in your state or territory.
- You can take the matter to a court or tribunal.
Your privacy
Anything you tell us when you complain is protected the same way as the rest of your personal information. See our Privacy Policy.
If you need help
Tell us if you need this information another way, or if you would rather deal with us in another language, and we will do what we can to help.
