Complaints Policy
How to make a complaint, and what happens next. Marmalade Payments (AUS) Pty Ltd (ACN 667 303 951), AFSL 700084 — this policy applies to all Marmalade products and services.
Last updated: 28 September 2026
Need to make a complaint?
Call us on 03 9917 8567 (option 2) or email support@withmarmalade.com.au
Our commitment to you
We want to know if something’s gone wrong. If you’re unhappy with our products, our service, our staff, or how we’ve handled an earlier complaint, we want to hear about it - and we’ll do our best to put it right, fairly and promptly. Making a complaint is free, and it won’t affect how we treat you.
How to make a complaint
You can make a complaint in whatever way is easiest for you:
- Email: support@withmarmalade.com.au
- Phone: 03 9917 8567 (option 2) - available 8:30am - 5:30pm AEST, Monday to Friday
- In writing: Marmalade Payments (AUS) Pty Ltd, Level 7, 180 Flinders Street, Melbourne VIC 3000
- Through your usual Marmalade contact - just let them know it’s a complaint
There’s no set form and no charge - tell us in your own words what’s gone wrong and, if you can, what outcome you’re looking for.
If you need extra support making a complaint, just let us know and we’ll do our best to accommodate you.
What happens next
1.
We acknowledge your complaint
We’ll confirm we’ve received it, generally within 1 business day or as soon as practicable.
2.
We look into it
We’ll gather the relevant facts and information needed to understand what happened.
3.
We respond
We’ll write to you with the outcome, our reasons, and what we’ve done (or propose to do) about it - within 30 calendar days of receiving your complaint, and often sooner.
4.
If we can’t resolve it in time
We’ll tell you why, and let you know about your right to take your complaint to AFCA (see below) if you don’t want to wait.
If you’re not satisfied with our response
If an issue hasn’t been resolved to your satisfaction, or if 30 days have passed and we haven’t responded, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
| Website | www.afca.org.au |
|---|---|
| info@afca.org.au | |
| Phone | 1800 931 678 (free call) |
| Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
Time limits may apply to complain to AFCA, so you should act promptly - or check the AFCA website to find out if a time limit applies to your situation.
Marmalade’s AFCA membership number: 123415
Complaints about how we handled your complaint
If you’re unhappy with how we handled your complaint - separately from the issue you originally raised - please tell us. We’ll treat that as a new complaint and respond in the same way.
More information
This is a short, plain-language summary of how we handle complaints. It sits alongside Marmalade’s internal complaint-handling policy, which sets out our detailed processes, obligations, and record-keeping in full.