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.
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.
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.
Yes, there are free and confidential financial counselling services that provide advice to Australians in every state and territory.
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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.
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.
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Banking products are issued by Suncorp-Metway Ltd ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882 (“Suncorp Bank”).