Complaints
We are committed to providing excellent service. If something goes wrong, we want to hear about it and make it right.
Our Commitment
We treat all complaints seriously and will work to resolve them fairly, promptly, and confidentially. Our complaints process is free and accessible to all customers.
Our Complaints Process
Acknowledgement
5 working daysWe will acknowledge your complaint within 5 working days.
Investigation
20 working daysWe will investigate your complaint thoroughly and fairly.
Response
40 working days maxWe will provide you with our decision and any resolution.
How to Make a Complaint
You can make a complaint by contacting us through any of these channels:
Information to Include
To help us investigate your complaint, please provide:
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Your name and contact details -
Your loan account number (if applicable) -
A clear description of your complaint -
Any relevant documents or evidence -
What outcome you are seeking
External Dispute Resolution
If you are not satisfied with our response to your complaint, you can escalate the matter to an external dispute resolution scheme. As a licensed financial service provider, we are a member of Financial Services Complaints Limited (FSCL).