Complaints

Our commitment to you

Money at 60 takes all complaints seriously. We are committed to resolving any concerns quickly, fairly, and transparently. If you are unhappy with any aspect of our service, please follow the process below.

Step 1 - Contact us directly

In the first instance, please contact us directly so we have the opportunity to resolve your concern promptly.

We will acknowledge receipt of your complaint within 1 business day and provide a substantive response within 5 business days. If the matter is complex and requires more time, we will notify you of the expected resolution timeframe.

Step 2 - Internal escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated to a senior manager. Please indicate this when you contact us and we will ensure your complaint is reviewed by an appropriate person within the business.

Step 3 - External dispute resolution

If we are unable to resolve your complaint to your satisfaction within 30 days, or if you remain dissatisfied with our response, you have the right to refer your complaint to our external dispute resolution (EDR) scheme at no cost to you.

Money at 60 is a member of the Australian Financial Complaints Authority (AFCA).

  • Website: www.afca.org.au
  • Phone: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA provides fair, free, and independent dispute resolution for financial services complaints. Time limits apply to referring complaints to AFCA, so please do not delay if you wish to escalate.

Regulatory oversight

Money at 60 is regulated by the Australian Securities and Investments Commission (ASIC). You may also contact ASIC if you have concerns about our conduct:

Money at 60 is a credit representative (CR 557838) of Invictus Group Pty Ltd (Australian Credit Licence 483078). ABN 23 694 415 337. Last updated: March 2026.