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Complaints handling policy

How to make a complaint, how we handle it, and your right to go to AFCA.

Introduction

We (The Finance Club Au Pty Ltd, trading as The Finance Club, Australian Credit Representative number 582200 of AFAS Group Pty Ltd, Australian Credit Licence 414426) are committed to giving all our customers excellent service. If you believe we haven’t met our obligations, or you have a complaint about any of our services, please let us know so we can put it right.

What is a complaint?

A complaint is defined in AS/NZS 10002:2014, and adopted by ASIC, as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

Anyone who is unhappy with our service, for any reason, can contact us to complain. Sometimes we receive negative feedback that isn’t a complaint and may not need a formal response. We welcome all feedback, but this policy doesn’t apply to feedback of that kind.

How to make a complaint

If you haven’t been able to resolve the issue with the person you dealt with, please contact our Complaints Officer:

Please include:

  • your name and contact details
  • details of the services we provided and the nature of your complaint
  • details of the staff member involved
  • copies of any documents or correspondence that support your complaint

Extra help

If you need extra help to make your complaint, including an interpreter, please let our Complaints Officer know and we will arrange it.

How we handle your complaint

When we receive your complaint, our Complaints Officer will contact you within 24 hours, using the same method you used to contact us or the way you ask us to. We will acknowledge your complaint and let you know we are looking into it.

Our Complaints Officer will then work through it with you, aiming to resolve it within 5 business days. If that isn’t possible, we will always give you a written response within 30 calendar days of first receiving your complaint (the maximum allowed). Unless your complaint has been resolved to your satisfaction within 5 business days, our written response will set out:

  • the details of your complaint
  • our Complaints Officer’s contact details
  • the outcome of our investigation, including the steps we took and the decisions we made
  • the reasons for our decision
  • your right to take your complaint to our external dispute resolution scheme (below) if you aren’t satisfied

External dispute resolution

If your complaint hasn’t been resolved to your satisfaction, or we haven’t responded within 30 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Our AFCA membership number is 125951.

For a loan arranged by a partner broker we referred you to, you can also complain to that broker using the details in their credit guide.