Complaints

RMBL welcomes and values complaints about its products and services as we understand complaints help us to continuously improve what we do. We are committed to dealing with complaints in a timely, fair, and positive manner.

How do I make a complaint to RMBL?

You can make a complaint to RMBL by using one of the below methods. Your complaint does not need to be in any particular format, we just need to understand the reasons for your complaint and how you would like us to resolve it for you.

What if I need help to make a complaint?

RMBL can provide you with assistance to help you make your complaint, such as providing an interpreter. Please let us know if you need some help in making your complaint.

What happens after I make a complaint?

We will try, wherever possible, to resolve your complaint for you on the same day that we receive it.

However, where your complaint involves complex issues or requires further investigation before we can respond, we will first send you an acknowledgement letter, that sets out our understanding of your complaint and how you would like it resolved.

We will then investigate your complaint in a timely manner and aim to get back to you as soon as possible, but in any event, within 30 days of receiving your complaint (or within 21 days for some credit complaints)

We will send you a written complaint response setting out the steps we have taken to investigate your complaint and our decision. We will also call you where we are unable to resolve your complaint in the manner you have requested so we can explain our decision to you verbally as well as in writing.

What happens if I am not happy with RMBL’s decision about my complaint?

If you are not satisfied with RMBL’s response or we do not get back to you within 30 days of you making your complaint, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution service and you can find out more details about AFCA at their website www.afca.org.au You can also contact AFCA on 1800 931 678 (toll free) or info@afca.org.au

RMBL’s AFCA Member Number is: 10836