If you have a complaint

Step one — tell me

Most things get sorted fastest by raising them directly. Call or email me and explain what went wrong. I will acknowledge it, look into it properly and come back to you.

Step two — the licensee's complaints officer

You can also go straight to the complaints officer at my licensee, Specialist Finance Group, without coming to me first. This is the internal dispute resolution process for both the licensee and me as its credit representative.

Additional information may be requested so the complaint can be investigated properly.

Step three — the Australian Financial Complaints Authority

If you don't think your complaint has been resolved to your satisfaction, you can refer it to AFCA. AFCA does not charge consumers anything to consider a complaint, and its decisions are binding on us. You can go to AFCA at any time, though if the internal process is still running they may ask for it to be completed first.

Privacy complaints

If your complaint is about how your personal information has been handled, the same three steps apply. You can also take it to the Office of the Australian Information Commissioner at oaic.gov.au.

Struggling with repayments

This isn't a complaint, but it's the other thing worth saying plainly. If you're having trouble meeting repayments, call your lender — every lender has a hardship team and they would far rather hear from you early. Tell me too, and I'll help you work through it. The National Debt Helpline on 1800 007 007 also provides help at no cost.