---
title: "I want to lodge a complaint to Circular"
description: "We apologise that your experience with us did not meet your expectations. If you have a complaint, we are committed to resolving it efficiently and effectively, ensuring fairness and transparency in our process."
canonical_url: "https://learn.nowcircular.com/articles/i-want-to-lodge-a-complaint-to-circular-UlFzfT6Jvr"
md_url: "https://learn.nowcircular.com/articles/i-want-to-lodge-a-complaint-to-circular-UlFzfT6Jvr.md"
---
# I want to lodge a complaint to Circular

We apologise that your experience with us did not meet your expectations. If you have a complaint, we are committed to resolving it efficiently and effectively, ensuring fairness and transparency in our process.

**In particular:**

* We strive to acknowledge all complaints within 1 business day or as soon as reasonably practicable
* Our goal is to resolve your complaint within 5 business days. If more time is needed, we will provide you with an initial response within 10 business days
* We aim to resolve all complaints within 21 days; and
* If your complaint cannot be resolved within 21 days, we will inform you of the reason for the delay and provide an expected resolution timeframe
* Once our investigation of your complaint is complete, we will send you a written response detailing the outcome of our investigation, your right to take the complaint to AFCA, and AFCA’s contact information
* In some cases (unless required otherwise), we will not provide a written response if:
  * your complaint has been resolved to your satisfaction within 5 business days; or
  * we have provided an appropriate explanation and/or apology, with no further actions available to reasonably address the complaint

You may read our full policy [here](https://assets.nowcircular.com.au/documents/complaints-management-policy.pdf).

## **Lodging your complaint**

We’ve created a form to help you easily share the details of your experience with us. To get started, simply click the button below. We're here to listen and assist you.

**[Submit a complaint](https://form.fillout.com/t/wzuJ9CsE1Uus)**

Alternatively, you can share your feedback or lodge your complaint through:

* Email: [feedback.au@nowcircular.com](mailto:feedback.au@nowcircular.com)
* Phone: 1300 310 927

#### **Information to help us investigate your complaint**

To help us investigate and resolve your complaint as quickly as possible, please include:

* your full name and date of birth
* your contact details
* details of the issue or complaint
* the specific information you are disputing
  the outcome you are seeking
  if applicable
* the credit reporting body involved and a copy of your credit report (if available)

**Please note:**

We may seek additional documentation from you to assist in resolving any complaints or disputes.

## **Not satisfied with the resolution outcome?**

If, despite our best efforts to resolve your complaint to your satisfaction, you are still not satisfied with the outcome, you have the option to contact the Australian Financial Complaints Authority (AFCA) using the details below:

* Email: [info@afca.org.au](mailto:info@afca.org.au)
* Website: [www.afca.org.au](http://www.afca.org.au/?blk=true)
* Phone: 1800 931 678 (free call)
* In writing to:
  * Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001