Feedback
Compliments and Concerns
Your feedback matters to us. It tells us what we are doing well, and it shows us where we can do better. Whether you would like to thank someone on our team or raise a concern, we would like to hear from you.
When we have done well
If someone at Money at 60 has made a difference for you or your family, we would love to know. A kind word goes a long way, and we make sure it reaches the person who earned it.
You can share a compliment in whichever way suits you:
- Use the feedback form below. It takes a minute or two, and we read every message.
- Email us at admin@moneyat60.com.au
- Call us on 07 7500 3060, Monday to Friday, 9am to 5pm AEST
If you would like to share your experience publicly, you are also welcome to leave a review on Google. Reviews help other retirees and their families find guidance they can trust.
Send us your feedback
Use this form to share a compliment or raise a concern. We respond within 1 business day.
We never share your details. See our Privacy Policy.
When we have fallen short
If something has not gone the way it should, please tell us. We take every complaint seriously, and we are committed to resolving concerns quickly, fairly, and transparently. Raising a concern will never affect the care or service you receive from us.
You are welcome to ask a family member, friend, or other representative to raise a concern on your behalf. We simply need your permission to speak with them about your situation.
Step 1: Tell us about it
You can make a complaint verbally or in writing:
- Phone: 07 7500 3060 (Monday to Friday, 9am to 5pm AEST)
- Email: complaints@moneyat60.com.au
- Post: Complaints Officer, Money at 60 Pty Ltd, Unit 6, 20 Hockings Street, West End QLD 4101
- Feedback form: use the form above and choose "Raise a concern"
You can also contact our aggregator's resolution team:
- Phone: 1800 275 564 (toll free, Monday to Friday, 8am to 7pm AEST)
- Email: resolutions@lmg.broker
- Mail: Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000
We will acknowledge your complaint within 1 business day. Most concerns are resolved within a few days. If your complaint relates to a default notice or an application for financial hardship, you will receive our final response within 21 days. For all other complaints, you will receive our final response within 30 days. If we ever need longer than 30 days, we will write to you explaining why, and you can take your complaint to AFCA at that point without waiting further.
If at any stage you would like your complaint reviewed by a senior manager, just ask.
Step 2: If you are not satisfied with our response
If you are not happy with our final response, or we have not responded within the timeframes above, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is the external dispute resolution scheme for financial services, it operates separately from us, and there is no charge for making a complaint.
- Website: www.afca.org.au
- Phone: 1800 931 678 (toll free)
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints made to AFCA, so it is best to contact them promptly, or check the AFCA website for details.
Full details of our complaints handling procedure are available on request.
Who we are
Money at 60 Pty Ltd (ABN 23 694 415 337) is an Authorised Credit Representative (Credit Representative Number 577820) of Invictus Finance Solutions Pty Ltd (ACN 126 082 960), holder of Australian Credit Licence 392962.
You can also find information about our services, fees, and how we are regulated on our Important Information page.