Complaints
How to make a complaint
At Finance One, we genuinely welcome your feedback and value complaints.
If you are not satisfied with any aspect of our service, or decision we make in respect to your loan, please contact us as soon as possible so that we may assist you. You may contact us by:
- telephone on 1800 346 663 (free call);
- e-mail at [email protected]; or
- post to Finance One, PO Box 3041, Hermit Park Castletown, QLD 4812.
If you have a complaint about your car dealer or broker, we encourage you to contact them directly.
Our complaint management process
Your complaint will be handled in accordance with our internal dispute resolution (IDR) process. Our IDR process follows the standards and requirements set by the Australian Securities & Investments Commission (ASIC). Please see ASIC’s Regulatory Guide 271, formerly ASIC’s Regulatory Guide 165, for further details.
A summary of our IDR process is as follows:
Acknowledgement of complaint – we will acknowledge your complaint as soon as possible, and within 24 hours (or one business day) of receiving it. We may do so verbally or in writing, and in accordance with any specific method of communication requested by you.
Management of complaint – we will endeavour to resolve your complaint as soon as possible, and within the timeframes specified by ASIC. If we are unable to resolve your complaint within five business days, we will provide you with a written IDR response. We will also provide you with a written IDR response if you request us, or if your complaint is in respect to hardship.
External dispute resolution (EDR) scheme
While we encourage you to contact us directly first if you have a complaint, you may refer your complaint to our EDR scheme at any time.
Our EDR scheme is through the Australian Financial Complaints Authority (AFCA):
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001