Legal
Complaints
How to raise a complaint with Nucleotto, and where to take it if we cannot resolve it. Different organisations are responsible for different parts of this service, so the right path depends on what your complaint is about.
Start with us
If something about this website or about Nucleotto has gone wrong, tell us first. We would rather fix it than have you take it elsewhere.
Email [CONTACT_EMAIL] with the word “Complaint” in the subject line. It helps if you can include what happened and roughly when, what you would like us to do, and how to reach you.
- We will acknowledge your complaint within five business days.
- We will investigate and give you a written response within 30 days.
- If we need longer, we will tell you why and when to expect an answer.
Where to take it if we cannot resolve it
Which body can help depends on what your complaint is about, because different organisations are responsible for different parts of this service. This table is the quickest way to find the right one.
| Your complaint is about | Raise it with | Then, if unresolved |
|---|---|---|
| This website, our conduct, or our marketing | Nucleotto — [CONTACT_EMAIL] | The relevant consumer protection regulator |
| How we handled your personal information | Nucleotto — see our Privacy Policy | The Office of the Australian Information Commissioner (OAIC) |
| The comparison service, the form, or credit assistance | RateMatch AI Pty Ltd — compliance@ratematch.ai | AFCA, of which RateMatch is a member |
| A loan you applied for or hold, or a lender’s decision | The broker or lender directly | That provider’s own external dispute resolution scheme |
One thing worth knowing about AFCA
The Australian Financial Complaints Authority can only consider a complaint against one of its own members. Nucleotto is not an AFCA member and does not provide credit assistance, so AFCA cannot consider a complaint about us.
RateMatch AI Pty Ltd is a member of Australian Financial Complaints Authority (AFCA), Member Number 119375. A complaint about the comparison service or about credit assistance should be raised with RateMatch first, and can then be taken to AFCA. A complaint about a loan itself belongs with the broker or lender who provided it, and then with their scheme.
We would rather say this plainly than let you spend weeks with the wrong organisation.
AFCA contact details
AFCA is free to consumers and independent of the providers it considers complaints about.
- Website: www.afca.org.au
- Telephone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Post: AFCA, GPO Box 3, Melbourne VIC 3001, Australia
Privacy complaints — OAIC contact details
A complaint about how we handled your personal information goes to us first, and then to the Office of the Australian Information Commissioner (OAIC) if you are not satisfied with our response.
- Website: www.oaic.gov.au
- Telephone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
If you are in financial difficulty
This is not a complaints matter, but it is more urgent than one. If you are struggling with repayments, your lender is required to consider a hardship request — contact them directly and as early as you can.
Free, independent and confidential financial counselling is available through the National Debt Helpline on 1800 007 007 or at ndh.org.au.