Financial Difficulty Frequently Asked Questions

Put simply, financial difficulty is when you can’t pay your bills. It can happen as a result of a job loss, illness, family break ups, natural disasters like droughts or floods and many other reasons.

If you can’t make Suncorp loan repayments or meet other financial commitments – or you think you’ll be experiencing difficulty soon – we’re here to help.

Please contact us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST) or find out how to submit a request for assistance. Our Customer Assist team can help you get the support you need.

Support for individuals

Support for businesses

For more information about financial difficulty, you can also visit the Australian Banking Association’s Financial Assistance Hub.*

*Our site may contain links or references to other websites (including other social media websites) or applications which are independently owned or operated by third parties ("Third Party Sites"). We are not responsible or liable for the content of Third Party Sites. Your access to and use of those sites is at your own risk and may be subject to separate terms and information handling practices. Any links are provided for convenience only, and do not indicate any sponsorship, endorsement or recommendation by us.

If you’ve fallen behind on loan payments or any other Suncorp Bank financial commitments, please contact us. We can help make sure you’re in the best position to stay on top of your payments.

Please contact us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST) or find out how to submit a request for assistance. Our Customer Assist team can help you get the support you need.

Whether you need temporary assistance or help over a longer period, the sooner you get in touch, the sooner we’ll be able work out a plan to help you get back on track.

Support for individuals

Support for businesses

Yes, there are free and confidential financial counselling services that provide advice to Australians in every state and territory.

Find out more:

• National Debt Hotline website or call them on 1800 007 007
• The Money Smart website of the Australian Securities & Investment Commission (ASIC)
• 'Doing-It-Tough' by the Australian Banking Association
• Learn about other helpful resources

Yes, if you provide us with written permission, we'll deal directly with your financial counsellor or authorised representative. They will act on your behalf, but if we are unable to contact your financial counsellor or it is otherwise necessary, we will of course still contact you directly.

Learn about financial counselling and other helpful resources.

Depending on your situation, there are several ways we can help you, such as temporarily postponing loan repayments or extending the period of loan contracts. If you or your business aren’t able to make loan repayments or meet other financial commitments – or you think you’ll be experiencing difficulty soon – we can help you get the support you need. Find out more.

If you have provided all the information we need, we have 21 days to review your situation and respond to your financial difficulty request. If we need further information during this time we will ask you for it, and we might take a further 21 days after that to make a decision.

After submitting a request, please keep us informed of any changes to your personal or business circumstances. You can contact our Customer Assist team on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).

Please contact our Customer Assist team on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST). We can discuss the decision and any further steps you may want to consider. If you’re dissatisfied with any aspect of your banking relationship with us, we want to know. You can submit a complaint to Suncorp’s Customer Relations team as well as to the Australian Financial Complaints Authority. Find out how.

Yes, as a loan guarantor you can request financial assistance. Our Customer Assist team can help you get the support you need. Find out more.

Your credit report contains repayment history information for accounts like credit cards, home loans, personal loans and car loans. From 1 July 2022, under changes proposed to credit reporting, financial assistance arrangements and repayment history information (RHI) under those arrangements will now be included on your credit report.

This means that your repayment history information in your credit report will show whether you have missed a payment or made a payment late under a financial hardship arrangement.

Find out more.

Submitting a request for financial difficulty does not exclude you from applying for credit in the future.

If your credit report shows information on financial assistance, a potential lender may ask you for more information about your current situation to understand if you are still experiencing financial difficulty.