Complaints and disputes
How to raise a concern with Lyft Money, how we handle it, and how to take it further with AFCA.
Last updated 17 September 2026
We want every client to be happy with the way we work. If something has gone wrong, or you think we could have done better, please tell us. We treat complaints seriously, handle them fairly and use them to improve.
How to make a complaint
You can complain in whichever way suits you. It costs nothing.
- Phone: 1800 005 938 and ask for the Complaints Officer
- Email: [email protected] with "Complaint" in the subject line
- Post: Complaints Officer, Lyft Money, Level 14, 3 Parramatta Square, 153 Macquarie Street, Parramatta NSW 2150
- In person: by appointment at our Parramatta office
Please tell us your name and contact details, what happened, when, who you dealt with, and what you would like us to do to put it right. Include any documents that help explain the issue. If you need help to make your complaint, for example an interpreter or a representative such as a family member or financial counsellor, let us know and we will accommodate that.
What happens next
- Acknowledgement. We will acknowledge your complaint within one business day of receiving it and give you the name and contact details of the person handling it.
- Investigation. We will look into what happened, speak to the people involved and, where a lender or other provider is involved, work with them.
- Response. Most complaints are resolved within five business days. If your complaint takes longer, we will keep you updated. We will give you our final written response within 30 calendar days of receiving your complaint. In the rare case that we cannot meet that timeframe, we will write to you before day 30 to explain why, tell you when to expect our response and remind you of your right to go to AFCA.
- Outcome. Our written response will set out what we found, what we have decided and the reasons, and what we will do to fix the problem. If we do not agree with your complaint, we will explain why.
If your complaint is about a lender's decision or a product you hold with a lender, we will help you raise it with that lender, which has its own complaints process and AFCA membership.
If you are not satisfied
If you are unhappy with our response, or you have not received a final response within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme approved by ASIC. We are a member of AFCA, member number 93387.
- Website: afca.org.au
- Phone: 1800 931 678 (free call)
- Email: [email protected]
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints to AFCA, so you should act promptly or check the AFCA website for the time limit that applies to your circumstances.
Privacy complaints
If your complaint is about how we have handled your personal or credit information, the process above applies. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. Our Privacy policy explains how we handle your information.
Financial hardship
If you are having difficulty meeting repayments on finance we arranged, contact us as early as you can. We will help you contact your lender and understand the hardship options available, which may include a temporary change to your repayments.
Our details
Lyft Capital Pty Ltd trading as Lyft Money ABN 18 623 527 775 · Australian Credit Licence 541052 Level 14, 3 Parramatta Square, 153 Macquarie Street, Parramatta NSW 2150 Phone 1800 005 938 · Email [email protected]