We want to build Douugh to have all the features that help make managing your wealth simple and rewarding for us all.
What's working, what isn't and what more we can do, we want to hear from you!
Please share any feedback you have on our products and services through our in-app chat or by emailing [email protected].
How to make a complaint
We hope we never get to this point but, things can go wrong and when they do we are here to make them right.
We have an Internal Dispute Resolution (IDR) process for issues with Douugh products or services. We aim to resolve all complaints as quickly and fairly as possible.
In-app chat is the best way to raise a complaint:
Log in to the Douugh app.
Tap your 'Profile' in the bottom right hand corner.
Tap 'Help & Support' and choose 'I need help'.
Tap 'Send us a message' and select 'Other' then 'I want to make a complaint'.
You can also email us at [email protected]
We often quickly come to a resolution once we are aware of an issue.
We aim to reply to complaints within 24 hours and resolve them within 5 days.
There will be exceptional circumstances where we may need more than 30 days to investigate a complaint and if this happens, you can be assured we will keep you informed along the way.
If you’re not happy with the outcome or we haven’t found a resolution within 30 days, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). We’re a member of this dispute resolution scheme and you can contact them on 1800 931 678 or email [email protected].