Had an issue with Latitude Financial? Get a real response.
Latitude Financial is a provider of credit cards, personal loans, and finance options in Australia. If you find yourself needing to lodge a complaint with Latitude, you have several options.
The easiest submission option is through Latitude's online complaint form, but you can also call during business hours or send a complaint via mail if you want a more formal option or to submit physical documents. Include any relevant transaction IDs, statement dates, or screenshots with your initial complaint to make progress easier.
You'll receive a reference number while Latitude investigates your complaint, which you can use to follow up if necessary.
Customers commonly complain to Latitude regarding unexpected fees or account charges, difficulties making payments, problems closing an account, or slow customer service. Latitude may offer to refund fees, correct your account or update credit reporting as a solution depending on your issue.
To escalate an issue at Latitude start by requesting an internal review from a manager or senior staff member. If external help is needed, you can try taking your complaint to the Australian Financial Complaints Authority (AFCA) for free mediation and advice.
Still feeling stuck? Check out Ajust's AI Agent for help with crafting a strong complaint and how to follow through.
How to submit a complaint with Latitude Financial
Latitude Financial offers a few clear ways to lodge a complaint:
- Online complaint form: The simplest option is to submit Latitude’s online complaint form through their support portal. The form lets you select the type of issue, explain what happened, and state the outcome you want (for example, a fee refund, account correction, or credit file fix). You should receive an acknowledgement and reference number after submission.
- Phone (speak to a person): Call 1300 369 340 Monday to Friday, 9:00am–7:00pm AEDT/AEST. Tell the agent you want to lodge a formal complaint and ask for a reference number before you hang up.
- Mail (if you want to include documents): Write to Latitude Financial Services, Complaints Department, 130 Lonsdale Street, Melbourne VIC 3000. Include your name, contact details, account/card reference, a clear timeline, and the outcome you want.
Tip: In your first message or call, include dates, amounts, and any relevant references (transaction IDs, statement dates, screenshots).
After Latitude receives your complaint, it is logged in their system and assigned to staff for investigation.
- Acknowledgement and tracking: Latitude provides a reference number so you can track and follow up on your complaint.
- Investigation: The complaints team reviews the information you provide and checks relevant account history, payments, fees, and communications. If your complaint is about customer service, they may review call records or notes.
- Timeline: Latitude aims to resolve complaints as quickly as possible and follows regulatory expectations for providing a final response.
- Outcome in plain language: Latitude’s response should explain what they found and what they will do next, such as refunding fees, correcting an account error, updating credit reporting if something was wrong, or explaining why a charge was applied.
Common complaints against Latitude Financial
Latitude Financial customers commonly raise complaints in these areas:
- Unexpected fees and charges: Customers sometimes discover ongoing monthly account-keeping fees, late fees, or payment-related charges they did not expect, particularly after “interest-free” purchases have been paid off.
- Payment difficulties and late fees: Some complaints relate to payment options, payment processing issues, or errors when trying to pay on the due date, followed by late fees.
- Customer service delays or quality issues: Complaints may involve slow responses, difficulty getting an issue resolved in one interaction, or feeling bounced between teams.
- Account closure problems: Some customers report accounts not closing when requested, fees continuing after closure attempts, or confusion about what remains payable.
- Credit reporting concerns: Disputes about defaults or late payment marks, especially where the customer believes the balance was incorrect or they were not properly notified.
- Fraud, scams, and security concerns: Complaints may relate to transaction disputes, fraud investigations, or concerns linked to personal information and security.
Latitude Financial complaints submitted through Ajust
I’ve been trying to get Latitude Financial to fix a payment I mistakenly made to the wrong account back in December 2021. I’ve completed the dispute forms multiple times and spoken to countless representatives, but three years later it’s still unresolved. $580 is on the line here and it's just been a constant back and forth - Jolanta
I asked Latitude Financial to close my card in September 2024, but months later it was still showing as open and a missed payment was reported on my credit file. I lodged a complaint because this error affected my credit score and financial reputation. I have done everything right, yet I’m the one dealing with the consequences. - Darren
After cancelling my Latitude Financial card, I was owed a $3,125 refund from an overpayment. I was told it would take 3–5 days, but even after multiple follow-up calls, nothing happened. I submitted a complaint because the delay caused real financial strain and I couldn’t get clear communication about when my money would be returned. - Rebecca
I lodged a complaint with Latitude Financial after discovering my account information was given to a third party without my consent in October 2024. The privacy breach caused serious fear about identity theft. I expect clear answers about how this happened and what’s being done to prevent it again. - Marianne
How other consumers Latitude Financial complaints got resolved
Monthly fee surprise: A customer paid off an interest-free purchase and later discovered monthly account fees had continued. After raising a complaint, the customer received a one-time fee reversal as a goodwill gesture and the account was closed at the customer’s request.
Payment error and late fee: A customer attempted to make a payment on the due date but encountered a system issue and was charged a late fee. After the customer provided the date and evidence of the error, the late fee was waived and the account was corrected.
Fraud dispute escalation: A customer disputed an unauthorised transaction and initially did not receive the outcome they expected. After escalating the matter through the complaints process and providing supporting information, the dispute was reviewed again and the account was updated based on the investigation outcome.
If you are not satisfied with Latitude’s initial response, you can escalate:
- Request an internal review: Reply to the complaints team and clearly state that you are not satisfied and want the complaint reviewed by a senior staff member or manager. Include your reference number and restate the key facts.
- Ask for the decision basis: If Latitude denies your request, ask them to explain the reason and point to the relevant policy or account term they relied on.
- Keep records: Save your reference number, emails, and any evidence you provided, as these are essential if you escalate externally.
If your complaint is not resolved to your satisfaction, or if it has taken too long without a clear outcome, you can escalate externally.
- Australian Financial Complaints Authority (AFCA): AFCA is the independent ombudsman for financial disputes in Australia. It is free for consumers and can require a financial firm to provide a remedy when appropriate. You can go to AFCA if Latitude has provided a final response you disagree with, or if the matter is not resolved within the expected timeframe.
- Privacy and data issues: If your complaint involves personal information handling or privacy concerns, you may also consider the Office of the Australian Information Commissioner (OAIC). In many situations, AFCA remains the best option for resolving the financial impact, while OAIC may be relevant for privacy-specific outcomes.
- Latitude Support – Making a Complaint
https://latitudefs.zendesk.com/hc/en-au/articles/360020889237-Making-a-Complaint - Latitude Online Complaint Form (support portal)
https://latitudefs.zendesk.com/hc/en-au/requests/new - Latitude Support – Contact Us (other service numbers, including lost/stolen cards)
https://latitudefs.zendesk.com/hc/en-au/articles/360009263517-Contact-Us - Latitude Scams Hub (report scam messages)
https://www.latitudefinancial.com.au/scams-hub/
scams@latitudefinancial.com (for reporting scam messages) - Australian Financial Complaints Authority (AFCA)
https://www.afca.org.au
https://www.afca.org.au/make-a-complaint
Phone: 1800 931 678
Email: info@afca.org.au - Office of the Australian Information Commissioner (OAIC)
https://www.oaic.gov.au
Latitude Financial Complaints FAQs
How do I lodge a formal complaint with Latitude Financial the fastest way?
Latitude Financial’s fastest complaint method is its online complaint form, available 24/7 through the support portal. This option lets you select your issue type, explain what happened, and request a specific outcome such as a fee refund or account correction. You’ll receive an acknowledgement and reference number to track progress. To reduce delays, include dates, amounts, transaction IDs, and screenshots upfront so the complaints team can investigate without back-and-forth.
What should I include in my Latitude Financial complaint to avoid delays?
A strong Latitude Financial complaint should include dates, dollar amounts, account references, and the exact outcome you want. Being specific about the issue, such as unexpected fees, a late payment error, or a credit reporting dispute, helps it reach the right team faster. Clearly naming the problem category and attaching supporting evidence, like statements or screenshots, can significantly speed up the investigation and reduce the risk of repeat follow-ups.
What happens after I submit a complaint to Latitude Financial?
After you submit a complaint to Latitude Financial, it is logged, assigned for investigation, and given a reference number for tracking. The complaints team reviews your account history, payments, fees, and relevant communications before providing a response in plain language. The outcome may include a fee refund, account correction, credit file update, or an explanation of the decision. If they request more information, responding quickly usually helps finalise your complaint sooner.
What can I do if Latitude Financial does not resolve my complaint?
If Latitude Financial does not resolve your complaint to your satisfaction, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent ombudsman service that can review financial disputes and require a remedy where appropriate. You can approach AFCA after receiving Latitude’s final response or if your complaint has exceeded expected timeframes. For privacy-related concerns, you may also consider the Office of the Australian Information Commissioner (OAIC).
You’ve done your part, now it’s time to hold Latitude Financial accountable.
Take the final step and submit a complaint that gets seen and responded to.