We are committed to providing you with the best possible service. If, at any time, we have not met our obligations, or you have a complaint about any of our services, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
If you have a complaint, try to resolve this first with our Credit Representative. If you are unable to resolve your complaint within five (5) business days, you can contact our Complaints Manager using any of the following methods.
In writing: Comparable, Suite 6, Level 1, 902 Mt Alexander Road, Essendon VIC 3040.
Phone: 1300 754 155
We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated. In cases where your complaint will take longer to resolve, we will update you progressively.
Our Complaints Manager will acknowledge receipt of your complaint within 24 hours. If unable to resolve the complaint/dispute to your satisfaction within five (5) business days, they will write to you advising the procedures we will follow in investigating and handling your complaint.
Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising you the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.
Third Party Products or Services
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. It will deal with your complaint under its complaint’s resolution process.
If you are not satisfied with the resolution of your complaint by the third party under its complaint’s resolution process, you are entitled to have your dispute considered by its External Dispute Resolution Scheme. Please contact the third party for further details.
External Dispute Resolution Scheme
If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to our External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below, but if our internal process is still in progress, it may request that our internal processes be complete before considering the matter further.
Our external dispute resolution service provider is the Australian Financial Complaints Authority which can be contacted via:
Telephone: 1800 931 678 (free call)
Mail Address: GPO Box 3, Melbourne, VIC 3001
Fax: 03 9613 6399