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 Bank 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.
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.
Yes, there are free and confidential financial counselling services that provide advice to Australians in every state and territory.
Find out more:
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.
Because it takes time to understand each customer’s unique circumstances, once you have provided all the information we need, we may require up to 21 days to respond to your request. If we need further information, we will contact you. This could extend the review period by up to an additional 21 days after you have provided all the required information. If you cannot provide us with requested information, we’ll make our assessment based on the information we have. Rest assured, we’ll endeavour to respond to your request as soon as possible and while we’re considering your request, we won’t do anything to change the status of your loan.
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 Bank’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.
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.
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Home Loan, Personal and Business Banking products are issued by Suncorp Bank (Norfina Limited ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882) to approved applicants only. Eligibility criteria, conditions, fees and charges apply and are available on request. Please read the relevant Product Information Document and terms and conditions before making any decisions about whether to acquire a product.
