Legal
Complaints
If something hasn't met your expectations, we want to hear about it directly. Complaints are handled seriously, promptly and without cost to you.
Last updated 1 August 2026
Step one — tell us
Contact us at info@rovefinancial.com.au or 03 9448 7149. Please include your name, the best way to reach you, what happened and the outcome you're seeking. You may also ask a representative or family member to raise it on your behalf.
Step two — what we do
- We acknowledge your complaint within one business day where possible
- A senior team member not previously involved reviews the matter
- We may contact you for further information or to discuss it directly
- We provide a written response within 30 days of receiving your complaint
Step three — external review
If you are not satisfied with our response, or if 30 days pass without one, you may refer the matter to the Australian Financial Complaints Authority. AFCA is an independent external dispute resolution scheme and its service is free to consumers.
Australian Financial Complaints Authority — afca.org.au — 1800 931 678 — GPO Box 3, Melbourne VIC 3001.
Privacy complaints
If your complaint concerns the handling of your personal or credit information and you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
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