COMPLAINTS POLICY

Your Finance Lounge

Last updated: 9 October 2026

We're here to listen

At Your Finance Lounge, we're committed to providing accessible, practical and supportive financial education.

We want everyone who interacts with our website, courses, resources, Money Coaching services and other educational offerings to have a positive experience.

However, we understand that sometimes things may not meet your expectations.

If you have a concern, complaint or suggestion, we welcome the opportunity to hear from you and work towards a fair and reasonable resolution.

Your feedback also helps us improve the services and resources we provide.

1. What can you contact us about?

You can contact us if you have concerns about:

  • An online course, workshop or educational resource.

  • Accessing purchased content or downloadable materials.

  • A payment, purchase or billing issue.

  • A Money Coaching session or service.

  • The accuracy or presentation of educational information.

  • Your experience communicating with our team.

  • Our website, accessibility or technical functionality.

  • The handling of your personal information.

  • Any other aspect of your experience with Your Finance Lounge.

We also welcome suggestions about how we can improve our services.

2. How to make a complaint

You can submit a complaint by emailing us directly.

Email: hello@thefinancelounge.com.au

Subject: Complaint – Your Finance Lounge

To help us understand and respond to your concerns, please include:

  • Your name and preferred contact details.

  • A brief description of your concern.

  • The relevant course, product or service, if applicable.

  • Any important dates or supporting information.

  • How you would like the matter to be resolved, if you have a preferred outcome.

You do not need to use formal language or complete a complicated process to raise a concern.

We ask that you avoid sending sensitive financial information, passwords or identification documents through ordinary email unless we have arranged a suitable method for receiving them.

3. What happens after you contact us?

We aim to make our complaints process clear and straightforward.

Step 1 — We acknowledge your complaint

We aim to acknowledge written complaints within two business days.

Step 2 — We review your concerns

We will consider the information you have provided and may contact you if we need further details.

We aim to handle complaints respectfully, fairly and without unnecessary delay.

Step 3 — We work towards a resolution

Where possible, we aim to provide a response or proposed resolution within 10 business days.

Some matters may take longer, particularly where additional information or investigation is required. If this happens, we will keep you informed.

Step 4 — We communicate the outcome

We will explain the outcome of our review and any action we propose to take.

Depending on the circumstances, this may include providing further information, correcting an issue, restoring access to a service, considering an appropriate remedy or making improvements to our processes.

Any refund or other remedy will be considered in accordance with applicable Australian Consumer.