Feedback & Complaints

Have something to tell us? Here's what to do.

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At Finder, we believe that all feedback – even criticism or complaints – provides us with insights that can only make our business better. That’s why we legitimately welcome user feedback and encourage readers to tell us what we're doing well and where we can improve.

If you wish to make a complaint, please contact our Customer Support team:

  • On site: Use the Live Chat button in the bottom-right corner of the screen
  • Write to us at: Level 10, 99 York Street, Sydney NSW 2000, Australia
  • Email us at: help@finder.com

When you contact us, please provide enough information for us to identify you, your account details and the subject matter of your complaint. Please also tell us how you wish for your complaint to be resolved.

We will try to deal with your complaint immediately. However, if this is not possible, we will write to you to acknowledge your complaint within five days.

We may contact you for more information. Complaints will be considered, and we may write to you with a view to resolving any issues you have raised.

We will write to you with our decision within 45 days. We may offer to resolve your complaint as you requested or offer an alternative solution. Or we may reject your complaint and inform you of your right to take your complaint or dispute to AFCA and have our decision reviewed externally. We will also provide the contact details of AFCA.

External dispute resolution

We hope that you will be satisfied with the outcome we propose. However, if you are unhappy with the outcome, you can have your complaint heard by the Australian Financial Complaints Authority (AFCA), which is an independent and impartial external dispute resolution (EDR) ombudsman, approved by ASIC. Our AFCA membership number is 42503.

The AFCA EDR process is a free service to customers.

You can contact AFCA using any of the following methods:

  • AFCA website: https://www.afca.org.au
  • Telephone: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Post: AFCA, GPO Box 3, Melbourne VIC 3001, Australia
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