Shield Mercantile endeavours to engage with our customers in a professional and ethical manner. Should you feel we are not fulfilling this please contact us directly to raise your concerns and bring the matter to our attention to be remedied.

Contact details:

Complaints :

Email: compliance@shieldmerc.com.au or use our Contact Us form.
Post: Complaints
Shield Mercantile Pty Ltd
PO BOX 3118,
Parramatta NSW 2124
Telephone: 1800-646-791

Please ensure you have the following details to assist us in resolving your dispute as fairly and as quickly as possible.

  • Your full name and postal address
  • Your preferred contact details
  • Your reference number if you have an account with us
  • Clear & concise details as to the nature of your question, complaint or concern
  • Any specific dates and times if applicable

We will endeavour in all cases to respond to you within 24 hours to confirm receipt of your dispute and depending on the extend of the dispute we will outline a further time frame to provide feedback and discuss the dispute if necessary, if not we should be able to discuss the matter with you immediately.

Not satisfied with the outcome?

We aim to have a 100% resolution on all disputes however should you feel your dispute has not been satisfied appropriately you can contact the Credit Ombudsman Service for an independent review of your complaint.