Compliments and Concerns

At Acceptance Finance, we always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

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

Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can lodge complaints by contacting Jonathan Cornish, the Complaints Officer, by:

or by speaking to any representative of our business who will refer you to the Complaints Officer.

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly.  We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.

We will observe the following principles in handling your complaint:

Our external dispute resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  We are a member of AFCA. Our membership number is 44797. Our credit representatives will also be members of AFCA. AFCA’s phone number is 1800 931 678, and their website address is https://www.afca.org.au/ .

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.