Feedback and Complaints Policy

At Your Complete Finance, we always work hard to build strong, lasting relationships with our valued customers.

By listening to your feedback, we can address any immediate concerns you may have, and continually improve our products and services.

We know there may be times when you want to compliment us on something we have done well, and other times when you want to tell us we have not met your expectations.

Compliments and Concerns

Our representatives are always delighted to know they have made your experience pleasant and successful. If Your Complete Finance has provided you with exceptional service, please let us know using any of the following means:

1. Complete the Customer Feedback survey sent via email after loan settlement
2. Leave a 5-star Google review at: https://g.page/r/CcS8Er40nPzhEB0/review
3. Contact Your Complete Finance at:

If for any reason, you do not feel that you have received the highest standard of care from us, we encourage you to share this with us. We have developed a process that makes it easy for you to tell us your concerns and for them to be addressed quickly and fairly. If you have a complaint, contact QED Credit Services, our licencing and compliance provider, at:

If you choose to contact us by mail or email, please provide as much detail as possible about your complaint.

Need an Update on your complaint

If you lodge a complaint with QED Credit Services, you can contact them at any time to ask for an update on its status through any of the methods listed above. When following up, please refer to your earlier communication so QED Credit Services can respond effectively.

Resolution

QED Credit Services will try to deal with your complaint on the spot. However, if this is not possible, they will write to you to acknowledge your complaint within 24 hours. QED Credit Services will ensure they treat you fairly and will work to resolve your complaint as soon as possible. In the rare event that QED Credit Services is still investigating your complaint after 30 days, they will write to you to explain why and to let you know when they expect to have completed their investigation. When they have completed their investigation, they will write to let you know the outcome and the reasons for their decision.

Taking it further

We hope that you will be satisfied with how QED Credit Services deal with your complaint. However, if your concerns remain unresolved, or you have not heard from QED Credit Services within 30 days, you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA at: