COMPLAINTS
We want to make it right.
If something hasn’t gone the way it should, we really want to hear about it. Tell us what happened and we’ll listen, look into it properly and work with you to fix it. Making a complaint is free and it won’t affect how we treat you.
STEP 1
Tell us about it
Get in touch whichever way suits you. Let us know what happened and what you’d like us to do. Often your broker can sort it out straight away.
Phone
1800 984 928 (business hours)
Post
Finance Barn, 1 Mackerel Court, Palm Beach QLD 4221
You can also tell us in person, by message or on social media. However you contact us, we’ll treat it as a complaint and follow the steps below.
Need a hand?
We’re happy to help you put your complaint together. You can also:
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ask a family member, friend, financial counsellor or lawyer to contact us for you (we’ll just need your OK)
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use a free interpreter through TIS National on 131 450
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contact us through the National Relay Service if you are deaf or have a hearing or speech impairment: accesshub.gov.au/about-the-nrs
STEP 2
What happens next
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We’ll let you know we’ve received your complaint within 1 business day.
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We’ll look into it fairly, keep you updated, and talk to you if we need more information.
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We’ll give you our final response in writing within 30 calendar days.
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If we need longer, we’ll tell you why before the 30 days are up, give you a date to expect our answer, and let you know you can go to AFCA (see below) at any time.
If we fix things to your satisfaction within 5 business days, we may close your complaint without a written letter, unless you ask for one.
STEP 3
You can also talk to our licensee
Finance Barn is a trading name of NSK Financial Services Pty Ltd (ABN 99 680 597 942), credit representative 565872 of COG Aggregation Pty Ltd (ABN 99 124 319 857), Australian credit licence 389527. If you’d prefer, you can take your complaint straight to COG’s Dispute Resolution Officer.
COG Aggregation: Dispute Resolution Officer
Phone: 1300 887 754
Post: PO Box 6105, Hawthorn West VIC 3122
STILL NOT RESOLVED?
Free, independent help from AFCA
If you’re not happy with our response, or you haven’t heard from us within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is independent and free for you to use.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Website: www.afca.org.au
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints to AFCA, so it’s best not to wait too long. The AFCA website explains the time limits that apply to you.
A complaint about your privacy?
Tell us first using the details above and we’ll respond within 30 days. If you’re not happy with how we handle it, you can contact AFCA, or the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at www.oaic.gov.au. Our privacy policy has more detail.
FINDING REPAYMENTS HARD?
If repayments are getting tough
You’re not alone, and there is help. Talk to your lender as early as you can and ask about hardship help. They may be able to change your repayments for a while. If you’re not sure how to start, call us and we’ll help you get in touch with them.
You can also speak to a free, confidential financial counsellor through the National Debt Helpline on 1800 007 007 (www.ndh.org.au).
Prefer to talk it through?
Call us during business hours. We’re here to help.