Complaints, repayment help and account closure

Raise a concern, request repayment help or learn how to close an account through a clear, accountable process.

Understand this category

Find the right route to raise a concern, request repayment help or ask about closing an account. These are different requests, so explain what you need and keep the reference provided. Your institution should explain the next step and how to seek further review. Acknowledgement is not resolution, and a hardship request does not automatically change an existing repayment agreement. Ask about remaining funds, liabilities and membership shares before completing an exit.

Who it may suit

Members, authorised representatives and others entitled to raise a product or service concern.

Practical uses

Unexpected charges, missing allocations, difficulty repaying, unsafe service or closing an account.

How to proceed

Select request type and institution; submit minimum necessary facts; receive acknowledgement; await review/decision; escalate through the verified route if needed.

What to prepare

Contact and transaction/account reference sufficient to investigate; sensitive evidence only through approved channels.

Questions and answers

Does asking for help stop my instalment?

Not unless the lender confirms an approved change.

Is closing an account the same as leaving the cooperative?

Not necessarily; savings, outstanding loans and share/membership exit have separate rules.

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